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Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK Customer Satisfaction Awards, which celebrated the UK’s best-in-class for customer service. 

Last night marked the 14th instalment of the awards, held annually, which recognise the customer service achievements of businesses and individuals across all sectors. Developed and hosted by the Institute of Customer Service, the awards acknowledge those businesses holding customer service at the heart of everything they do.  

Jo Causon, CEO of The Institute of Customer Service said: “UK businesses have shown remarkable resilience and adaptability in the face of recent economic challenges. That is why it’s so great to see these organisations recognise service as a core driver of both strategy and culture.  

Good customer service makes a profitable business, and the very best are differentiating themselves by understanding their customers, building their trust, and getting things right first time. I would like to congratulate the winners of this year’s Customer Satisfaction Awards, as well as our finalists, whose dedication to delivering service excellence is worth celebrating.” 

This year, 750 attendees packed into London’s Hilton on Park Lane to cheer on the 106 finalists named and recognised for their achievements at the UK’s most prestigious awards for customer service. These finalists included organisations of all shapes and sizes, representing multiple sectors and industries, illustrating the resilience and unwavering commitment towards service shown in all corners of the UK economy. Of these finalists, 18 organisations were deemed to have displayed the highest standards of service and, as such, have received their very own Customer Satisfaction Award.  

And the winners are: 

  • Best in UK UKCSI Award: Ocado Retail 
  • Landmark Information Group Sustainable Customer Service Award: Novuna Vehicle Solutions 
  • Customer Service Changemaker Award: Peter Sanderson, Head of Operations – Retail Protection, Zurich Assurance 
  • Customer Service Professional: Lauren Franklin, Pharmacy Technician, Boots UK 
  • Customer Focus Award, SME: Registry Trust 
  • Best Return on Customer Service Investment Award: Specsavers  
  • Paragon Customer Communications Best Application of Technology Award: Octopus Energy  
  • Trusted Quality Provider Award: Pension Insurance Corporation 
  • Proinsight Best use of Customer Insight Award: Virgin Atlantic + Kantar
  • Best Customer Service Partnership Award: Sky & Openreach 
  • TLF Research Customer Satisfaction Strategy Award: Knight Frank 
  • Freshworks Customer Commitment Award – Business-to-Business: Hydraulics Online 
  • Customer Commitment Award: Business-to-Consumer: Cabot Financial  
  • Employee Engagement Strategy Award: OVO 
  • Pension Insurance Corporation Customer Satisfaction Innovation Award: AXA Health + Ipsos
  • Ipsos Customer Feedback Strategy Award: Dulux Decorator Centre 
  • ABa Quality Monitoring Best Customer Experience Award: Ageas UK 
  • Kantar Customer Focus Award – Large Enterprise: British Gas Services & Solutions – Customer Fulfilment 
  • Customer Service Strategic Leadership Award: Chris Herbert, Director Service Delivery – Customer Service, Openreach 
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