Share of Sky customers whose landline issue was resolved on first contact UK 2013-18

This statistic displays the share of Sky customers whose landline issues were resolved during their first contact with their provider in the United Kingdom (UK) from 2013 to 2018. The share of customers whose issues were resolved during their first contact with Sky increased from 2013 to 2015 from 43 percent in 2013 to 50 percent in 2015. It then fell again, and amounted to 41 percent in 2018.
Sky was below average when it came to the time taken to completely resolve landline customers' issues.

Share of Sky customers whose landline issue was resolved during their first contact with Sky in the United Kingdom (UK) from 2013 to 2018

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Sources

Release date

April 2019

Region

United Kingdom

Survey time period

2013 to 2018

Number of respondents

437*

Special properties

all who complained about the landline service in past 6 months whose issue was completely resolved

Method of interview

Online survey

Supplementary notes

This question was phrased by the source as follows: "How many times have you been in contact with [PROVIDER] in relation to this particular issue so far?"
The source adds the following information: "It was decided since 2013 to report on complete resolution only as issues that are ‘partly’ resolved may go on to be completely resolved or may remain only partly resolved.
Since 2014 it was decided to report on those who had their issue resolved in one contact (as opposed to those who felt their issue was resolved across several contacts) as this would not be influenced by the date of their initial contact (which could have been anytime between July and September 2015)"
*The number of respondents of Sky customers in the 2018 version of the Quality of Customer Service report.

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