Case Study: Sky TV achieves rapid, actionable subscriber insights with Thematic

SkyTV - Customer Case Study

Sky TV, New Zealand’s largest paid TV provider, needed to understand what was driving key metrics like viewing experience and customer service NPS as competition from streaming services grew. Thematic was chosen because its text-analytics platform could quickly turn thousands of weekly open-text survey responses into actionable insights with low-touch setup, automated data flows and standalone visualisations that could be integrated into Sky TV’s intranet.

Thematic automatically coded responses by theme and sentiment, returned annotated spreadsheets and produced interactive visualisations, letting Sky TV quantify impacts on NPS and surface emerging issues. Using Thematic, Sky TV measured the NPS impact of price rises, tracked the timing and duration of customer backlash when a sporting event was dropped, and uncovered a mismatch between vocal complaints about reality TV and actual viewing data — all providing immediate, measurable insight to guide decisions.

SkyTV

Troy Stanton

Head of Consumer Insights