We set up The UK Customer Satisfaction Awards to recognise organisations and individuals that have implemented successful customer service strategies over the last year.

Entries were judged by a panel of Institute members and industry experts. The winners were presented with their awards at a banquet held at the London Marriott Hotel Grosvenor Square on the first day of the Institute's 2011 conference, on March 22.

The ‘People's choice’ awards are based on the results of our UK Customer Satisfaction Index results. The Index surveys 26,000 UK adults on their customer service experiences of the last 12 months.

People's choice award for valued customer

Winner

Waitrose

Finalists

  • Bupa
  • Lloyds Pharmacy
  • M&S Food
  • John Lewis

People's choice award for most responsive organisation

Winner

Waitrose

Finalists

  • Iceland
  • Bupa
  • M&S Food
  • Lloyds Pharmacy

People's choice award for most trusted organisation

Winner

John Lewis

Finalists

  • Boots
  • Waitrose
  • Bupa
  • M&S Food

People's choice award for most reliable organisation

Winner

John Lewis

Finalists

  • Bupa
  • Lloyds Pharmacy
  • Waitrose
  • Enterprise Rent-A-Car

Customer satisfaction innovation of the year

Winner

E.ON — Central Networks

Finalists

  • Shepherds Bush Housing Group
  • LV=
  • OCS Group UK Ltd
  • Balfour Beatty — Construction Northern Ltd

Highly Commended

Scottish Water

Employee engagement strategy of the year sponsored by Simplyhealth

Winner

LV=

Finalists

  • Legal & General Investments
  • Merseytravel
  • UKFast
  • Boots

Highly Commended

  • Shepherds Bush Housing Group
  • Bottomline Technologies
  • Nutricia

Eptica customer communication strategy of the year

Winner

CityClean — Brighton & Hove Council

Finalists

  • E.ON — Central Networks
  • Prudential
  • Modern Housing Solutions
  • Surrey County Council

Highly Commended

  • Aberdeenshire Council
  • Barclays Wealth

Best application of technology award

Winner

Skandia UK

Finalists

  • Aberdeenshire Council
  • Prudential
  • E.ON — Central Networks
  • Santander

Best customer satisfaction strategy award sponsored by BPA Quality

Winner

Boots

Finalists

  • Volkswagen Group UK Ltd
  • Soha Housing Ltd
  • Scottish Water
  • RBS International

Highly Commended

Richmond Housing Group

Award for customer commitment sponsored by O2

Winner

SJD Accountancy

Finalists

  • Nutricia
  • RM Education
  • Homebase
  • Barclays Wealth Banking Office

Highly Commended

  • St. James Place
  • Carillion
  • UK Fast

Power Train quality service provider of the year

Winner

Chess Telecom

Finalists

  • Siemens
  • IT Solutions & Services
  • Lloyds Banking Group
  • East Riding of Yorkshire Council Leisure Unit
  • Teleperformance

Highly Commended

  • RM Education
  • Bottomline Technologies
  • Santander
  • Boots

Customer focus award

Winner

Homebase

Finalists

  • Zurich
  • Corporate Risk
  • Mercedes Benz Retail Group UK Ltd
  • BMW (UK) Ltd
  • LOVEFiLM

Highly Commended

  • LV
  • UK Fast
  • Devonshire Square

Customer service leadership award

Winner

Candace Pridgeon, head of customer services, Bottomline Technologies.

Finalists

  • Annette John, customer service director, Nutricia
  • Jamie McDonald, customer service director, Modern Housing Solutions
  • Amanda Wilson, human resources manager, The Trafford Centre
  • Wendy Richardson, divisional director, Boots

Highly Commended

Phil Wilson, customer operations manager, E.ON.

Find out more about the Institute

To ask a question or find more information about how the Institute can help you improve your customer service click here