Sky: One service

Andrew Haughton


Last year Sky decided to explore changes to the service it provides to its customers. The company kicked off a programme of research to understand what could drive greater change. The research programme brought together major research elements that built upon one another:

  1. Collation of all relevant existing research;
  2. Qualitative and quantitative research to shape a Pilot to act as a test lab for ideas;
  3. The Pilot itself to provide data and customer feedback throughout;
  4. Co-ordinated qualitative and quantitative research during the Pilot to focus on ideas and concerns.

The Pilot and some elements of the research programme continue to run and deliver insight that is being fed into material business decisions.


  1. Background