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CSG - SINGLE FRONT DOOR WORK REQUESTS PORTAL

CSG New Work Requests

Is a new portal to request work from our Delivery Teams. Aim is to centralise the process to collate, store, prioritise and assign Delivery partners.


Please use this form to submit your NEW work requests. Types of requests you can submit:

New Editorial Only Requests

Digital Service Work - delivered by Digital Service/LABs Development teams

UKISN Technology Work


Please remember the SLA's below:

Editorial only

SLA 1 day

Small Change - up to 2 days

Medium Change - up to 7 days

Large Change - up to 10 days


Digital Service/DC Labs

SLA is 10 days to confirm lead times for delivery post sizing

XS - 2 weeks

S - up to 4 weeks

M - up to 8 weeks

L - up to 12 weeks

XL - more than 12 weeks


UKISN/SNS

SLA can be up to 21 days to confirm lead times for delivery post sizing

TBC - case by case

(We will contact requester for further information)


Status Promoted to Digital Editorial Optimisation Roadmap
Created by Guest
Created on Aug 12, 2021

Making online complaints easier

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


  • Attach files
  • Lois Oliver
    Reply
    |
    Aug 13, 2021

    Alex is awaiting Complaints Kana form to be migrated to the new system, before work can commence on this