Sky: One service
Andrew HaughtonSky
Summary
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:
- Collation of all relevant existing research;
- Qualitative and quantitative research to shape a Pilot to act as a test lab for ideas;
- The Pilot itself to provide data and customer feedback throughout;
- Co-ordinated qualitative and quantitativeresearch during the Pilot to focus on ideas and...