UK Customer Satisfaction Awards

This award is open to any organisation that has differentiated itself through a well-communicated customer commitment strategy operating in the business-to-consumer environment. Judges looked for evidence of the execution of a customer-oriented culture showing a consistent commitment to customer service excellence.

Finalists:

• Gaggia UK
• Carmoola
• Nationwide Building Society
• Pension Insurance Corporation
• National Records of Scotland
• Cirencester Friendly Society

Winner: Nationwide Building Society

This award is open to any organisation which employs under 250 people, that has placed the customer at the centre of its operations and strategies. Candidates will need to display a well communicated customer strategy and evidence of employee engagement in executing the strategy. Evidence will be required of the extent to which the customer shapes the business and how this has improved overall results.

Finalists:

• Geberit
• Mazuma
• Carmoola
• Gaggia UK
• Personal Group
• Sapphire

Winner: Personal Group

This award is open to any individual who has undertaken professional qualifications and training to enhance their skills in customer service, and who has gone on to excel in their role to make a significant difference for customers and/or the organisation. Judges will require evidence of qualifications, training, career enhancement, communication, and leadership in customer service. Entrants can be nominated by their peers, colleagues, or managers.

Finalists:

• Clare Colwyn, Pharmacist Store Manager, Boots
• Jemma Crothers, Operations Trainer, Cirencester Friendly Society
• Flávia Ribeiro, Supply Chain Development Specialist, Croda
• Leighton Watkins, Customer Success Lead, Mazuma
• Gillian Oakley, Client Success Consultant, Landmark Information Group

Winner: Flávia Ribeiro, Supply Chain Development Specialist, Croda

This award is open to any organisation that prides itself on the excellence of its customer service and can indicate it enjoys ‘trusted status’ by its customers due to the quality of the service it provides. Candidates will need to present an overview of how quality service is identified and how it is delivered within the organisation. The judges will seek the evidence of statistical support from customer satisfaction surveys and/or customer endorsements.

Finalists:

• Proximo Group
• Landmark Information Group
• L&G Workplace Savings & Operations
• Scottish Water
• CustomerSure
• Wales & West Utilities and Warm Wales
• Wavenet
• Personal Group
• DPD UK
• Sopra Steria Financial Services & NS&I (National Savings & Investments)

Winner: L&G Workplace Savings & Operations

This award is open to any organisation that has introduced a sustainability initiative which has had a demonstrable impact on CX. The strategy should show evidence of positive outcomes for the business, the customer, and the environment. Judges will require evidence of successful outcomes for customers, a coherent internal/external communication strategy, with clear evidence of positive outcomes.

Finalists:

• Lowell Financial
• Novuna Vehicle Solutions
• Zurich Insurance
• Water Plus
• WightFibre
• Lumo

Winner: Novuna Vehicle Solutions

This award is open to any organisation that has made an investment to improve customer outcomes which has turned beneficial to the business. The examples of the investment may include improving processes, reducing costs, providing better training, employing more staff. Judges will look for evidence of measurable return on investment applied specifically to the activity which the investment enabled.

Finalists:

• first direct
• Northumbrian Water Group
• SP Electricity North West
• OurCoop
• Lowell Financial
• John Lewis Partnership
• Pension Insurance Corporation
• Sapphire
• Abbott Lyon

Winner: Abbott Lyon

This award is open to any organisation that has developed and implemented a customer experience strategy which has improved business performance. Key indicators that judges will consider is the extent to which the strategy has been coherently and effectively rolled out; how the customer experience is measured across all aspects of the customer relationship; what effect the customer experience strategy has had on customers and the impact it has had on business performance overall.

Finalists:

• Mount Anvil
• Pension Insurance Corporation
• The Pet Vet
• Southeastern Railway
• Jet2 & Kantar
• Cosmos
• Direct Line for Business
• National Grid Ventures
• Octopus Energy
• Hull Trains

Winner: Jet2 & Kantar

This award is open to any organisation that has a customer feedback strategy that has led to an improvement in customer satisfaction and performance. Key indicators are how easy the organisation makes it for customers to provide the feedback, and how the organisation closes the feedback loop. Entrants need to demonstrate a clear commitment to feedback and customer engagement, to help improve the service offering.

Finalists:

• Aviva & Accenture
• Greater Anglia
• Nationwide Building Society & Kantar
• Spring part of Paragon Bank
• Transpennine Express
• Govia Thameslink Railway & Concentrix

Winner: Aviva & Accenture

This award, sponsored by Kantar, is open to any organisation that has instigated an innovative way of improving its satisfaction ratings. Innovation can be a product, service, software or process which enhances the overall customer experience and that has definite business benefits. Entrants will need to present new and fresh ideas that have the intention of improving satisfaction levels and a measurement system to support any improvements.

Finalists:

• first direct
• The Model Centre
• Zurich Insurance
• TalkTalk
• HMRC – Interactive Guidance Team
• Rail Delivery Group, Network Rail and DB Cargo – Visual Disruption Maps within the Smarter Information, Smarter Journeys programme
• Arriva Rail London
• Staffordshire County Council
• Scottish & Southern Electricity Networks

Winner: Zurich Insurance

This Award, sponsored by Concentrix is open to any organisation that has successfully used customer insight in an innovative way to gain competitive advantage. Entrants are required to submit information relating to strategy which drove the customer insight, as well as the expected outcomes and the actual results of this use of customer insight. Judges will look for a consistent approach to data collection together with evidence of new data analysis methods. Evidence will also be sought as to the decision-making process which led to the customer insight being used as described in the submission.

Finalists:

• UK Power Networks
• Northern Ireland Water
• Greater Anglia
• HMRC – Guidance Team
• Northern Trains

Winner: UK Power Networks

This Award, sponsored by TLF Research, is open to any that has developed a strategy that has measurably improved its customer satisfaction rating. Entrants should have a clear strategic plan designed to leave a legacy, after implementation, of a new relationship between the organisation and its customers. The judges will look for evidence of improvement and an insight into the decision-making process which led to the strategy being developed.

Finalists:

• Barchester Healthcare & CustomerSure
• UK Power Networks
• Water Plus
• first direct
• ScottishPower
• WightFibre

Winner: first direct

This Award, sponsored by Pension Insurance Corporation, is open to any organisation that has successfully deployed technology as part of an overall strategy to improve its customer service and satisfaction offering. Technology can be new, existing, or applied in an innovative way to give competitive advantage. Judges will seek evidence of the solution that the technology has provided and how the integration of the technology is measured as successful.

Finalists:

• Olleco
• Lowell Financial
• Manchester Football Association
• UK Hydrographic Office
• whg
• ESPO
• Dialect
• Hyundai & Kantar
• ManyPets
• Vodafone & Accenture

Winner: ManyPets

This Award is open to any organisation that employs over 250 people and has placed the customer at the centre of its operations and strategies. Candidates will need to display a well communicated customer strategy and evidence of employee engagement in executing the strategy. Evidence will be required of the extent to which the customer shapes the business and how this has improved overall results.

Finalists:

• Pension Insurance Corporation
• UK Power Networks
• E.ON Next
• Stagecoach Group UK
• South Kesteven District Council
• ScottishPower
• Scottish & Southern Electricity Networks
• SP Electricity North West
• Berkeley St. Edward
• HM Passport Office

Winner: Pension Insurance Corporation

This award is open to any organisation with an employee engagement strategy that has led to an improvement in performance and customer satisfaction. Key indicators are improved staff retention, reduced sick leave, flexible working, culture and skills. Entrants will need a cohesive engagement strategy, a comprehensive communication policy and a positive relationship between management and staff.

Finalists:

• L&G Workplace Savings & Operations
• SP Electricity North West
• Amey (Group Shared Service)
• Stagecoach Group UK
• Moneypenny
• Cumberland Building Society
• United Utilities
• first direct
• NatWest Premier 24
• EDF – Small Business

Winner: SP Electricity North West

This award is open to any Chairman, CEO, Board Director, Senior individual, or non-executive Director who has demonstrated exceptional leadership and vision in the field of customer strategy, serving as an inspiration to others. Judges will require evidence of vision, leadership, communication, and successful outcomes from the deployment of developed strategies. Entrants for this category can be nominated by their peers or colleagues.

Finalists:

• Sajid Umarji, Workplace Operations & Transformation Director, L&G Workplace Savings & Operations
• Peter Farrer, COO, Scottish Water
• Stephanie Trubshaw, COO, SP Electricity North West
• Chris Shead, Director of Customer Operations, E.ON Next
• Emily Doorbar, Head of Customer Excellence, Staffordshire County Council
• Elizabeth Chapman, COO Equifax Europe, Equifax

Winner: Stephanie Trubshaw, COO, SP Electricity North West

This Award is open to any organisation that has successfully partnered with its customers or other organisations to research, analyse and bring to market a new product or service to provide a customer requirement and/or deliver exceptional customer service. Entrants will need to supply information relating to the strategic intent of the co- creation/collaboration, the drivers behind the decision and the expected and actual outcomes. Judges will look for a consistent communication strategy, a strategic market launch and evidence of a competitive advantage or customer solution.

Finalists:

• SP Electricity North West
• RAC & Concentrix
• Pension Protection Fund
• Transport for London
• Browne Construction
• KCOM
• first direct
• Vodafone & Accenture
• ASDA & Concentrix
• Wales & West Utilities and Kidney Care UK

Winner: Browne Construction

This award sponsored by Clarity, is open to any individual who has had a demonstrable impact on the customer service offering of an organisation over a minimum of three years. The individual should be accredited by the organisation with exceptional results reflected in their career path, have clear vision in the field of customer strategy and serve as a role model to others. Judges will require evidence of vision, career enhancement, communication, and successful outcomes from strategic input. Entrants can be nominated by their peers, colleagues, or managers.

Finalists:

• Ali Edgley, Senior Director Customer Service, IRIS Software Group
• Marc Lee, Head of Operations (Drawdown & Retail Savings), L&G Workplace Savings & Operations
• Alasdair Coupar, Customer Service Team Leader, National Records of Scotland
• Michelle West-Wiggins, Director of Customer Experience, Cirencester Friendly Society
• Jane Brine, Deputy Director, The Bereavement Services and Tax Credits, HMRC
• Tracy Barr, Head of Customer Experience, Northern Trains

Winner: Jane Brine, Deputy Director, The Bereavement Services and Tax Credits, HMRC

This award is sponsored by Landmark Information Group and is open to any organisation that has differentiated itself through a well communicated customer commitment operating in the business-to-business environment. Judges will look for evidence of the execution of a customer-oriented culture showing consistent commitment to customer service excellence.

Finalists:

• EDF Large Business (part of EDF UK)
• IRIS Software Group
• Starlinks Global
• Jisc
• IT Desk (UK)
• Zurich Insurance
• ELEKS Software UK
• UK Power Networks
• NHS England – Futures Collaboration Programme
• Octopus Electric Vehicles

Winners: Octopus Electric Vehicles