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    Sky Broadband Adverts Banned for False “Best Customer Service” Claim

    This is a discussion on Sky Broadband Adverts Banned for False “Best Customer Service” Claim within the Sky news and announcements forums, part of the SkyUser Announcements category; Sky Broadband Adverts Banned for False "Best Customer Service" Claim - ISPreview UK The Advertising Standards Authority (ASA) has banned ...

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      Sky Broadband Adverts Banned for False “Best Customer Service” Claim

      Sky Broadband Adverts Banned for False "Best Customer Service" Claim - ISPreview UK
      The Advertising Standards Authority (ASA) has banned both a regional press and website advert for the Sky Broadband and Talk services after Virgin Media complained that the promotions misleadingly claimed that Sky offered the “best customer service” of any ISP, which could not be fully substantiated.

      Virgin’s first complaint reflected a press advert from May 2015, which stated that Sky Broadband and Talk were “Best for combined overall customer service” compared with BT, Virgin Media and TalkTalk. Meanwhile their second complaint noted an almost identical July 2015 claim on Sky’s own website. Both claims made reference to Ofcom’s Customer Service Report from December 2014.

      Sky said that Ofcom scored them 79% for overall customer satisfaction in respect of its landline services and 75% for broadband, while Virgin Media had scored 72% and 76% respectively. Crucially the ASA noted that Sky then decided, rather oddly, to add together the two overall results for landline and broadband, resulting in Sky’s score of 154% being higher than Virgin Media’s 148%.

      ASA Ruling (REF: A15-309556)

      We understood from the Ofcom report that, where customers had contacted their provider about an issue relating to both landline and broadband, this had been included in both the separate landline and broadband metrics. As such, if the metrics were combined, rather than a new figure produced from the raw data, some responses would have been duplicated and the figures distorted.

      Because we understood the methodology used to combine the metrics, in both ads, was insufficiently robust and because we did not consider that the claims made sufficiently clear the basis of the comparison, especially in ad (a), we concluded that the ads were misleading
      .”
      Naturally the ASA banned the adverts and told Sky to ensure that future promotions “did not feature claims for best combined customer service unless the basis of the claim was made clear and the methodology used was sufficiently robust.”


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      Re: Sky Broadband Adverts Banned for False “Best Customer Service” Claim

      I think that looks odd from the ASA, if you add the two together and divide by two then the average overall is stlll higher than Virgin, so IMHO Sky were correct... very strange.
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      Re: Sky Broadband Adverts Banned for False “Best Customer Service” Claim

      Facts, facts, facts. I'm sick of ambiguous terms such as best and superfast etc... Stick to facts how many customers and when and in which survey, wheres the link to see who funded etc. Bloody makeup ads are the same, check out the percentage bull at bottom of screen, do the math to discover 73.6 women agree. Who is that .6 of a woman and does she have any limbs left? All advertising is lying trust nobody caveat emptor.

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      Re: Sky Broadband Adverts Banned for False “Best Customer Service” Claim

      My better half loves to hate the cosmetic adds, reduces lines, so they say. The fact the in general the model on the add is usally about thirty... No, I had no lines when I was thirty etiher.

      The there's soft focus... jeez, how STUPID do they think we are... very... judging by the sales figures... jeez!
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      Re: Sky Broadband Adverts Banned for False “Best Customer Service” Claim

      Statistics can be used to show anything. A small change can appear overwhelming dependent on the scale and limits of a graph.

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      Re: Sky Broadband Adverts Banned for False “Best Customer Service” Claim

      There are lies, damned lies and statistics. - Mark Twain
      There are two kinds of statistics, the kind you look up and the kind you make up. - Rex Stout

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      Re: Sky Broadband Adverts Banned for False “Best Customer Service” Claim

      Reminds me of the Goodies, something like:

      Tim: '9 out of 10 doctors agree that those who don't eat this get squashed by elephants'
      Graham: 'that's right, mind you it did take us a long time to find the right 9 doctors'.

     

     

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