Week 9 Update

• Service Work: 92.8% off the Service Teams work was made up off Service. The remaining 7.2% would have been Install/Moving Home. 85.2% off the teams Sky Q work was Service and 96.8% off the Classic Work was also service.

• Completions: Completions for the Trial Team last week were 91.5%, which is slightly down on last week. This was also 2% lower than the control group in S01A. Over duration of Trial Service Completion are .5% lower than pre Trial and 2.5% lower than the Control Group.

• 30 Day Revisits: Sky Q Service Revisits are down 1.8% over the duration of Trial. (3 weeks data). This data is for all S02A and when we look at just Trial Engineers, this is lower by another 2.5%. Over past 2 weeks we have also trended significantly lower than the Control Group in S01A.

• 7 Day Revisits: 7 Day Revisit for Sky Q Service over duration of the Trial are 1.2% lower than pre Trial. The team is also 0.9% lower than the control group in S01A. Last week we saw our best week with 7 day at 1.3% for Sky Q Service.

• NPS - Super Detractors: Sky Q Service NPS continues to be strong with 11 point difference from pre Trial. When compared to the Control group the team is 9 point up. Super Detractors also fair well, with them down 0.5% on Pre Trial and 3% better than the control group.

Important News:

• Feedback: Focus on preventing Revisits at the Install stage remains a Trial priority. Next week we will be holding a focus group made up of 7 Trial Engineers - Nick Singleton and core support persons to look at what we have learnt, which can then be shared with the wider group. (look out next week for further news on this)
• Box Swap's: It's interesting that the Trial Team is swapping far less boxes when compared to the national average. Trial team Swap rate is around 20% and national average is 35%. This is excellent work and understanding this will be key feedback to the wider group. (Keep up the great work here !)
• Install Revisits: Couple of weeks back we changed the focus for the Trial, from Service on Service Revisits to Install revisit. Trial support (Michael & Ashley) and Team Managers are working closely with me to capture feedback on any 30 Day Revisits. (These are captured using I Auditor documents and sent to relevant TM's) I will be collating feedback and learning from these to share with wider group.
• Boosters: As a team, usage of Boosters is 13%, this is 5% greater than the national average. So understanding this, will be key over coming weeks. (did you know a booster costs over £30)
• Install Team Survey: As promised in last weeks Newsletter. A Survey has gone out to the Engineers in S02A that predominantly do Installs. Understanding their thoughts on the Trial is key to shaping any possible future initiative. Please encourage your colleagues to feed back, by clicking on below button.
• Service Team Survey: A new updated survey will go out to all Service Only Engineer within the next week. Please all look out for this and provide as much feedback as you can here. Your thoughts an knowledge is vital to helping us understand all areas from Morale - Fixes !

Other News:

• TV Status Page: A number of articles have been updated on Iknow2, see below for further details on:
• Sky Q On Demand Content - 4G Broadband Providers (New Article)
• Recording Skipping to the end while fast forwarding (Update)
• Channel 5 HD Judder (Update)
• HDCP (Update)

• Sky Q Software Update. R4.1 will be released soon. To find out more search Sky Q Update on Iknow2 and go to PDF section. Below I have listed the top 3 new functions with this update.

1. Auto Mesh: Q Boxes will self determine what is the best connection, Wi-Fi or Ethernet. If a customer wrongly sets up a 2.4Ghz connections the boxes will automatically find a 5Ghz connection.
2. Ethernet: This is now defaulted to on all the time and the ability to select on or off has been removed.
3. Recordings: Customers will be able to record 6 of their favourite shows while watching a 7th. (You will need to change a setting in preferences to enable this)

• Survey Questions
• We will be changing the answers for "Did you replace any Q Products" Currently it shows Q Main only and we wish to know whether this was a 1TB or 2TB. So please select accordingly
• We will also be adding an additional question related to " Third Party Only - Did you hard wire a booster" We would like to know if you did, then which Broadband Provider was this for?

Survey

• Survey Responses: Week 44 (Trial Week 8 ) we had 247 Surveys completed on jus over 300 Sky Q Service visits. Great work by the team here and just short of 80% of all Q service had a survey.

Mental Health Week: This week was Mental Health Awareness week. There were lots of articles on Today@Sky and Chatter talking about this subject in more detail. Please check out these stories and if you have been affected by Mental Health in anyway. If you need any support, speak to your TM or use the support services that are available at Sky. Thankfully the Stigma attached to Mental Health is diminishing and only by us all being that little more aware, will it truly subside.

Click on below button (Sky Support Service) to find out more on all support available or see numbers listed below.