From previous data that we have reviewed we believe that we can make it easier for customers to understand that when completing the email option in the "How to make a complaint to Sky" article, the on line form is actually sending Sky an email.

We also believe by re configuring the layout of the on line form we can reduce customer effort. We will know this to be true when the volume of feedback reduces and the total of successful completions increases, measured against the amount of visits to the site.

This request encompasses 2 tests:

Test 1 - Making changes to the form itself

• Change title from Customer Complaints Form to Customer Complaints Email

• In the secondary text under the title, remove copy "we'll respond as soon as possible", and replace with "we'll respond within 72 hours"

• Move the bottom 4 fields to the top of the form, then under these include some copy along the lines of 'please check your details are correct below and press submit'

• Change 'Additional Information' field to 'Details of complaint'

Test 2 - Amend the copy in Gatekeeper before customer clicks to get into the form

Make it clearer in the copy that this is how customers submit an email to Sky and we will respond to them within 72 hours