Sky
Sky demands that its website performs to the same world-class standards as the rest of its services. It is the first port of call for many hundreds of thousands of customers looking to purchase Sky services. However, as the worlds of TV and internet converge, it is also the home of Sky TV via the PC. As a process of continual improvement to stay ahead of the competition and deliver market value, Sky wanted to evaluate a new version of the process by which users added and changed items in the basket.
Sky have had a successful relationship with Customer Experience consultancy Foviance since 2001 and turned to them again to benchmark and quantify the difference in performance of the new prototype against the existing site.
Download full Sky case study (41KB, pdf)
“Benchmarking the current customer experience online against new designs allowed us to size the commercial opportunity and build the business case for development.”Alasdair Wright Director of Online and Interactive Channels Customer Group BSkyB