Case Study: Sky Deutschland achieves award‑winning customer service and 80% query resolution with Questback EFS

Sky creates a unique customer experience by listening to feedback

Sky Deutschland, the pay-TV market leader in Germany and Austria with about 4.3 million customers, set out to deliver a distinctive customer service experience that goes beyond satisfaction to ensure issues are efficiently resolved. The challenge was to measure both satisfaction and first-contact resolution at scale and to close the feedback loop so unresolved cases are actively followed up and permanently solved.

Using Questback’s Enterprise Feedback Suite, Sky implemented the Customer Call Satisfaction Index (CCSI) — combining customer satisfaction and First Contact Resolution — with 60,000 automated survey invites per month and a 22% response rate. Unresolved cases enter a Questback-managed Superior Quality Service (SQS) callback process, resolving 45% of those issues and yielding an 80% overall solution rate from the customer perspective; the program quickly highlights problem areas, supports new KPIs like the Effort Score, and has helped boost customer loyalty and business results.

Sky

Robert Wiedemer

Head of Quality & Feedback Management