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Sky customer service 'leading the way' for broadband customers

Monday, January 18th 2016 by Phil Wilkinson-Jones

Sky customer service enjoys higher satisfaction levels among broadband customers than any of its rivals, according to a new study.

Four in five Sky broadband customers (80%) were satisfied with the provider’s customer service, Ofcom’s Quality of Customer Service report revealed.

Only 53% of TalkTalk customers were satisfied with its broadband customer service while Virgin Media and BT’s scores were close to the overall average of 67%.

The number of customers making contact with providers stayed at a similar level to 2014 (19%) with fault/repair the most common reason for getting in touch (47%).

Sky also beat its rivals in the landline and pay TV categories, scoring 79% and 76% customer satisfaction respectively.

Chris Stylianou, managing director of Sky’s customer service group, said: “Sky is leading the way, once again, when it comes to happy customers.

“Along with providing world class content and making sure our customers have the very best viewing experience, delivering consistent market-leading customer service is a vital part of our strategy.

“We want our customers to be happy with the service and support we are providing and these results are a real testament to the hard work of everyone who works in our customer service teams.

“2016 is going to be another big year for Sky and we're committed to investing even more in the right tools, systems and training to help our people stay at the top of their game. We want to keep improving.”

'Unique experiences'

The report also looked at the mobile industry, and found O2 to have the highest levels of customer satisfaction for the sixth year in a row.

O2 customers reported an average satisfaction rating of 80% compared to the 72% average among mobile providers.

An O2 spokesman said: “We work hard to deliver the best possible service to our customers and are pleased they are rewarding us with the highest levels of satisfaction and loyalty.

“There is always more to do and we will continue to be relentless in our pursuit to deliver great service and unique experiences that set us apart from our competitors.”

Customer contact with mobile providers was unchanged from 2014 (19%). The proportion of contacts considered to be complaints was similar to previous years at 27%, but was higher for EE in 2015 at 33%.

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