Case Study: Sky boosts customer satisfaction with InMoment

Sky increases call satisfaction by 6.1% with InMoment

Sky Deutschland, a leading entertainment provider in Germany, Austria, and Switzerland, sought to replace its existing customer feedback program with a modern solution to gain direct customer insights and improve transparency. They partnered with InMoment to implement a closed-loop customer experience program, aiming to better align all service activities around increasing customer satisfaction.

InMoment provided its customer experience software and expertise to launch a new feedback environment, including real-time dashboards and a case management process. This solution empowered Sky’s teams with actionable data and fostered a new customer-centric culture. As a result, within six months, InMoment helped Sky achieve a 6.1% increase in call satisfaction, a 6.4-point rise in NPS, and a 5.1% improvement in the perceived expertise of its advisors.

Sky