Case Study: Sky Deutschland achieves a 6.4-point NPS increase and 6.1% rise in call satisfaction with InMoment

Europe’s Leading Entertainment Group Launches Multi-Site CX Programme

Sky Deutschland, part of the Comcast-owned Sky Group and a leading entertainment provider in Germany, Austria and Switzerland with roughly 2,000 customer advisors, sought a modern, multi-site CX programme to turn customer feedback into actionable improvements. Despite strong historical scores, Sky needed a way to capture representative, daily feedback across channels, reduce unnecessary follow-up calls and align dispersed service centres around consistent service quality.

Sky partnered with InMoment to implement a continuous feedback platform with real-time dashboards, closed‑loop case management and the TeTrIS cultural programme (onboarding, team rituals and visibility of customer comments). Within six months call satisfaction rose 6.1%, NPS increased by 6.4 points and perceived advisor expertise improved by 5.1%, along with faster issue resolution and stronger cross-centre collaboration.

Sky

Tina Bruder

Manager Customer Insight