Customers

We’re committed to delivering consistent market-leading customer service, setting high editorial standards, making Sky products safe and accessible for everyone, and keeping customer information safe and secure.

Making the Sky experience safe

We want Sky to be the safest place for families to enjoy content, online or on screen. We provide our customers with effective, easy-to-use tools such as our award winning Sky Broadband Shield to help keep families safe. 

Earlier this year Sky Broadband Shield was automatically switched on for all new and existing customers. It helps families filter online website content across all internet-connected devices in the home. This is the default setting for all our customers, unless they tell us otherwise. We also develop partnerships to help inform our offering and play an active role in wider industry discussions, such as:

  • We are a founding member of the Royal Foundation Taskforce on the Prevention of Cyberbullying, an industry-led taskforce to support young people and their families affected by cyberbullying
  • Working with and investing in the Internet Watch Foundation (IWF)  and ratings institutions in Germany who advocate internet safety for young people. This partnership includes investment from Sky.
  • Supporting 'Safer Internet Day' and our partner Internet Matters  in the UK and Ireland
  • Safer Internet Centre membership in Italy which aims to increase awareness of internet safety
On-screen, we provide a range of family-friendly settings and products to helps kids and their families access our programmes safely. We offer pin protection across our channels on relevant channels, age-rated programmes and movies and according to the time of day.

This year we also launched our Sky Kids app  which offers a fun and safe way for kids to enjoy the widest range of the most popular kids TV programmes, with a bed-time setting and settings for parents to limit the content their kids can access.

As part of our broadcasting license, we are required to operate as an open platform, meaning any type of channel is entitled to obtain a listing on our Electronic Programme Guide (EPG). We provide a range of tools and controls to manage adult content in line with the appropriate regulations for each of our territories, including PIN protection. In Germany, it is illegal to broadcast adult content as a broadcasting station.




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Sky broadband shield online safety

Exceptional customer service

Sky employees




At Sky we have 22 million customers and want to ensure we always offer standout customer service. The way in which many customers want to interact with us is changing. More than one-third of our customer service interactions and over 50% of our sales in the UK are being made onlineThis increased digital interaction is leading to improved customer satisfaction, with Net Promoter Scores at an all-time high. We also achieved the highest customer satisfaction levels in the industry, as ranked in Ofcom’s customer service report.

Our customer service advisors make the difference for our customers, by identifying and understanding any issues a customer might be facing, keeping them informed and doing what they say they will. We know that sometimes things can go wrong and if we don’t get it right for a customer and they would like to complain about our services, we advise them in line with our Complaints Code and try to resolve their complaint as quickly as we can. We’re delighted that our teams have been recognised and rated top for overall customer service satisfaction across TV, broadband and Talk services in the latest Ofcom customer service report .  



    Accessibility

    We are making the Sky experience more accessible for those with disabilities through our content, innovative products and market-leading customer service. We have a specialised customer service team that are dedicated to our 75,000 customer with disabilities. The team can be contacted in a number of ways and have had specialised training in how to best serve our customers. 

    We’re making our Sky content accessible through subtitles and audio description. We continue to exceed our regulated quotas, offering subtitles and audio description on over 23 Sky channels and report on our progress each year . We want to extend our accessible content as far as we can across our platforms and recognise on demand content is an area we need to work hard to address. In the UK and Ireland, we have a commitment to launch subtitles for Sky on demand content for both Sky +HD and the brand new Sky Q boxes in September 2016, working towards a target of at least 80 percent. We have made good progress towards this, upgrading our systems and trialling the new capability with our customers. NOW TV will launch on demand subtitles by the end of the year, and Sky Go and Sky Q apps soon after in 2017, meaning that subtitles will be available on demand for Sky content, whether you watch Sky TV at home or on the go. We are also a major funder of the British Sign Language Broadcasting Trust, helping them produce independent content in British Sign Language for Film 4 and the Community Channel.

    We want to make it easy for customers to find the content they want to watch by ensuring our technology is simple and easy to use, for example we use the
    Customer Accessibility Sky App
    approved Royal National Institute for the Blind font which supports our accessible Electronic Programme Guide approach, have an accessible website..

    For customers who can’t access our Electronic Programme Guide (EPG) in a visual format, we provide alternative navigation options. The Sky+ App now allows users to use voice-over technology to browse the TV guide and to remote record. Our easy grip remote control is free to our customers who request one – it has all the features of the regular Sky remote control and is designed specifically for people with reduced dexterity and vision impairment.

    Find out more about what we do to make our products and services accessible on our Accessibility  website.




    On-screen standards


    We have guidelines and codes of conduct in place that we expect all our editors and journalists to follow including our Sky News Editorial Guidelines, which help ensure our news content is created with integrity, accuracy and due independence. 

    On our entertainment channels, we follow the relevant codes and aim to ensure our content is fully compliant before transmission.

    We also have a set of guidelines in place for all employees outlined in Sky’s Ways of Working

    We take our responsibilities seriously as a major advertiser and media owner, ensuring always that we follow the relevant industry codes, both for our own advertising and the advertising we carry from others on our services.

    For on-screen advertising which we show and produce, and print advertising which we produce, we follow the relevant guidance and have codes of conduct in place to ensure we adhere to local regulations and standards. Including Ofcom's Code on the Scheduling of Television Advertising and the UK Code on Broadcast Advertising (BCAP) written by the Advertising Standards Authority. We also help to fund Clearcast, a non-government organisation that examines and approves all television advertisements in the UK before transmission, ensuring compliance. We do not air any advertisements that have not been approved by Clearcast. We report on our performance against advertising requirements in the Ofcom Broadcasting Code, which includes topics such as impartiality and accuracy.








    Sky Sports Germany


    Sky's print advertising complies with local legislation and Sky’s codes of practice including our Sales and Marketing Code of Practice which outlines specifically required behaviours for all staff in their sales and marketing dealings with customers.