I’m really pleased and encouraged by the data released yesterday by Ofcom which shows Sky generated the fewest complaints of any provider in our sector. That’s not just for pay TV, but for broadband and home phone as well. 

At Sky we have almost 12 million households who choose Sky for their TV, broadband or home phone service, many of whom take all three. We never forget that each customer has taken Sky as a choice; one we want them to be continually satisfied with. This means that as well as enjoying the products we offer, our customers need to be satisfied with the quality of our service.

To deliver this, we set ourselves an extremely high standard when it comes to customer service. We invest £20 million every year in training so I’m particularly encouraged having dug into the Ofcom numbers a little further that we continue to see a decline in the number of complaints about our customer service.  

Having said this, we’re well aware that this data reflects complaints and in my mind, and those of the entire customer service team, even one complaint is too many. Although the numbers are heading in the right direction, we are by no means complacent about the need to keep improving. 

We receive more than three million calls a month and handle many thousands of enquiries every day. As more customers reward us with more of their business, the size and breadth of our service operation continues to expand. Our advisors in our contact centres, retail advisors and our engineers out on the road work really hard to give customers the best service they can. And this data and the fact we’re seeing record levels of customer growth and loyalty shows that their hard work is paying off.