UK Customer Satisfaction Awards

The UK Customer Satisfaction Awards is the only customer service awards run by the professional body for customer service.

This year's Awards

The UK Customer Satisfaction Awards 2019 took place on 5 March at Hilton on Park Lane, London.

The date for the UK Customer Satisfaction Awards 2020 will be released in due course.


The Institute of Customer Service is delighted to announce that the UK Customer Satisfaction Awards 2019 finalists were:

Morrisons Utilty Services Customer Focus Award – SME

Time etc

Regent Street Management Direct



ASAP Supplies

TLF Best Return on Customer Service Investment Award

South West Water

Edinburgh Trams

Leyland SDM

Scottish & Southern Electricity Networks

Best Application of Technology Award

Disclosure & Barring Service


Vision Track

8x8 DDC OS

Electricity North West

Covea Insurance



Cabot Credit Management Quality Service Provider of the Year Award

United Utilities

Auto Windscreens

Canary Wharf Management

Kindertons Accident Management

VPS Evander

MSC Industrial Supply

Pension Insurance Corporation

So Energy

Kantar Best Use of Customer Insight Award

Her Majesty’s Passport Office

Edinburgh Woollen Mill

N Brown


Hitachi Capital Customer Finance

Northern Ireland Water

New Day

Kia Motors (UK)

Best Customer Service Collaboration Award

VPS Evander

Pension Protection Fund




SP Energy Networks

Regent Street Management Direct

Her Majesty’s Passport Office

Rant & Rave Best Customer Satisfaction Strategy Award

United Utilities






Hitachi Capital Customer Finance

Kia Motors (UK)

InMoment Customer Commitment Award

Black Horse

Zen Internet

Business Stream

Hanover Housing Association

CODE Student Accommodation

Silver Cross (UK)

Pension Insurance Corporation

The Travel Network Group

Employee Engagement Strategy of the Year Award



Cabot Credit Management


Southgate Bath


First Port

BT Enterprise

Pension Insurance Corporation Customer Satisfaction Innovation of the Year Award

Vizolution & RBS

Rentokil Initial


Cabot Credit Management

Lloyds Bank International

GAIN Credit

Cross Keys Homes

Her Majesty’s Passport Office

The NEC Customer Feedback Strategy Award

Kindertons Accident Management

Laithwaite’s Wines

BT Enterprise

Irwin Mitchell


Tesco Bank

Morrison Utility Services

EDAM Group

ABA Quality Best Customer Experience Award

South Staffs Water & Echo Managed Services

Chess ICT

The Crown Estate


Shepherds Friendly

Morrison Utility Services


Countrywide Conveyancing Services

Hitachi Capital Customer Focus Award – Large enterprise


Honda Financial Services

O2 (UK)

Scottish Water


Toyota (GB)

SP Energy Networks

Severn Trent

Customer Service Strategic Leadership Award

Mark Gait, Director of Customer Service at O2 (Telefonica UK)

Mark Thomson, Director General, Her Majesty's Passport Office

Richard Martin, Director of Customer Excellence, Rittal

Winners were announced at the UK Customer Satisfaction Awards ceremony on 5 March 2019


Morrison Utility Services – Customer Focus Award - SME

Morrison Utility Services provide essential infrastructure services through long-term framework agreements to utilities in the electricity, water and gas sectors in the UK.Our workforce operates 24/7 in local communities to keep people connected, households and businesses warm, taps flowing and the lights on. We

continually look to invest, influence and innovate through our customer service approach, always recognising the impact we can make through the delivery of utility services to our client’s customers.


Twitter: @MorrisonUtility

Rant & Rave – Best Customer Satisfaction Strategy Award

Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave Platform to proactively communicate with and gather fast feedback from their customers. By reducing customer effort and taking real-time inspired action, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers – lifelong advocates.


Twitter: @RantandRaveUK

TLF Research – Best Return on Customer Service Investment Award

TLF Research are specialists in designing and managing customer experience research programmes. We conduct over 500 surveys a year to help organisations map customer journeys and improve their customers satisfaction and loyalty. Clients across all industries including BIFFA, British Gypsum, Chelsea FC, Direct Line Group, Irish Life, Johnsons Apparelmaster, LV=, Saint Gobain, Tata, Visa and YHA.


Twitter: @TLFResearch

Aba Quality – Best Customer Experience Award

Established in 1990, ABa is the UK’s largest provider of operationally focused, bespoke mystery shopping and customer experience tools. We help our clients to gain a clear understanding of their customers’ experience across every touch point, in any industry sector. Through working in close partnership, we help to cultivate and embed service excellence, making a real and tangible difference to our clients and their customers. We offer all key mystery customer services (site visits, calls, emails, multi-channelled programmes, etc.) as well as targeted services in response to specific client demands (Compliance Audits, Voice of Customer, Customer Satisfaction and Quality Monitoring solutions).

Every programme we operate is tailored to our clients’ specific needs. We immerse ourselves within a business, becoming the ‘expert customer’. Our knowledge and experience are a driving force in establishing a trusted, credible, engaging programme that will generate the right behaviours across the brand. Everything that ABa does is tailored to the individual needs of each client. The results are that our programmes help to improve customer loyalty, brand advocacy and competitive advantage.


Twitter: @ABaQuality

InMoment – Customer Commitment Award

InMoment is a cloud based CX intelligence platform that helps businesses improve every customer experience by delivering insights and actions from feedback in real-time. See why Forrester named InMoment a leader in the Forrester Wave: Customer Feedback Management Platforms and why 450 leading brands across 95 countries choose InMoment.


Twitter: @WeAreInMoment

The NEC – Best Customer Feedback Strategy

The NEC welcomes 6 million visitors and over 34,000 exhibiting companies to 500+ events annually. Blank canvasses don't come much bigger - 182,000sqm of covered space including 20 halls and 34 conference suites. Additionally, Resorts World Birmingham - a leisure and entertainment complex at the NEC - offers visitors the opportunity to work, rest or play outside their event. National and international visitors can travel to the venue with ease due to its location in the heart of the UK and unrivalled connectivity by road, rail and air. The NEC - where brands are born, products are launched and networks are made.


Twitter: @thenec

Hitachi Capital – Customer Focus Award – Large enterprise

Hitachi Capital Consumer Finance, a subsidiary of Hitachi Capital (UK) PLC, provides personal, motor and retail finance solutions to individual and business customers across the UK.

The business provides over one billion pounds of consumer lending each year to over one million UK customers, enabling consumers to make their spending plans a reality. The personal finance division has been voted the UK’s ‘Best Direct Personal Loan Provider’ in the Your Money Awards 2017 for five years running. The retail division is the UK’s leading retail point of sale credit provider, while the motor division provides point of sale finance for motor dealers.


Twitter: @Hitachi_Capital

Pension Insurance –
Customer Satisfaction Innovation of the Year Award

The purpose of Pension Insurance Corporation (“PIC”) plc is to pay the pensions of its policyholders. PIC is a leading provider of buy-ins and buyouts to the trustees and sponsors of UK defined benefit pension schemes. At year-end 2017, PIC had insured 151,600 pension fund members and had £25.7 billion in financial investments, accumulated through the provision of tailored pension insurance buyouts and buy-ins to the trustees and sponsors of UK defined benefit pension schemes. Clients include FTSE 100 companies, multinationals and the public sector. PIC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (FRN 454345).


Twitter: @PensionCorp

Cabot Credit Management 
– Quality Service Provider of the Year Award 

Cabot Credit Management is 20 years old and one of the largest credit management service providers in Europe and the market leader in the UK and Ireland.

Customers who are in financial difficulty can find their outstanding balance hard to manage and Cabot then become the legal owner of their account. Our Mission is to ‘Help Each and Every Customer to Financial Recovery’ and we do this through traditional and digital customer treatments.

Customers can find it difficult to acknowledge their debts and having a brand that is honest, competent and trustworthy is so important. We help customers take positive steps towards their outstanding debts and focus on tailoring personal solutions for them. Our customers and people are at the heart of Cabot’s culture.

We are proud of the role we play in the financial services and are investing in transforming the debt recovery industry to one that helps customers to recover from financial difficulty.


Twitter: @CabotFinancial

Kantar TNS - Best Use of Customer Insight Award

Kantar TNS is one of the world’s largest research agencies with experts in over 90 countries. With expertise in innovation, brand and communication, shopper activation and customer experience, we help our clients identify, optimise and activate the moments that matter to drive growth for their business. We are part of Kantar, one of the world’s leading data, insight and consultancy companies.


Twitter: @KantarTNS

2019 Winners



Entries for the 2020 Awards will open in Spring 2019.

What are the UK Customer Satisfaction Awards?

The UK Customer Satisfaction Awards recognise organisations and individuals that have implemented successful customer service strategies. Organisations from across the UK can enter one of 14 categories and will be judged by industry experts, business leaders and academics. The awards ceremony takes place alongside The Institute's industry-leading Annual Conference.

Can I enter more than one category?

There are 14 categories to choose from and an organisation can enter as many of the 13 as they wish. We only accept one entry per category from any organisation.
You can see the full list details of all the 2019 Award categories and the entry criteria here

What is the secret to a winning entry?
Download our guide to putting together a compelling awards entry here.

Is there a fee to enter?
The awards are completely free to enter. Those organisations named as finalists will receive one complimentary invitation to attend the awards ceremony.

My organisation is not a member of the Institute, can I still enter the awards?
The awards are open to all organisations that have a Head Office function and that operate in the UK. You do not need to be a member of the Institute to enter the awards. There are 13 categories to choose from and these have been designed to appeal to all organisation from all sectors of the economy. They are relevant in equal measure to B2C and B2B organisations.

Can different parts of my organisation enter the same category?
We only allow one entry per category from any organisation, however, you can enter as many categories as you wish.

Will my organisation be named if the entry is unsuccessful?
We only publish the names of the successful finalist organisations. The names of all finalists are made public after the shortlisting process and each finalist will be featured in the Awards Show Guide on the evening of the awards.

How do I sign the form when it has to be emailed?
Many people have electronic signatures which can just be inserted into the form as a picture. If this does not apply to your organisation, please type in the name of the authorised person in the box provided. In the email in which you send the application form please just write that the named person has given you permission to submit the form.

Most awards extend the deadline, can I have some extra time to submit my entry?
Unfortunately we are unable to extend the deadline because we have a limited time for the short-listing panel to sit. Because of the popularity of these awards and the numbers of organisation’s entering it would be unfair to allow extra time when the majority have adhered to the deadline.

Will my submission be acknowledged?
All submissions received will be acknowledged within 48 hours of receipt. Please only call if you have not received notification of the safe arrival of your entry after 48 hours. The number to call is 0203 002 7764.

If I am not successful can I get feedback?
Independent feedback is available for all organisations entering the awards. Because the entries are completely free, a charge of £200 + VAT is made for compiling the feedback. The fee is paid directly to our partner MediaOutsource and not The Institute.

Can sponsors enter the awards?
Sponsors can enter the awards but are prohibited from entering the category that they sponsor.

If I have a question about the awards who should I contact?
For all enquiries in the first instance contact [email protected]


Will the information I supply remain confidential?

Any person having access to the information you supply (judges and short-listing judges only) will have signed a legally binding non-disclosure agreement. Furthermore, each judge gives an undertaking to make us aware of any interest (conflict) they may have with any named finalist. In such an instance the judge is either re-assigned another category or asked to stand down.

Is there any formal presentation or are we judged on the submission alone?
There are no presentations to judges. The decisions are reached from the paper submissions and any information readily accessible in the public domain.

How are judges selected?
Judges are selected for their expertise, experience and business acumen. Each panel will have a group of judges that have different skillsets, which collectively enable them to assess the business benefit, the customer service speciality and the overall effect of the customer service initiative on both customers, employees and in the wider marketplace. Sponsors are entitled to supply one judge, and there are always more independent judges to ensure that sponsors do not have any undue influence. The Institute of Customer Service has one judge only – usually the CEO.

Can anyone apply to be a judge?
There are limited opportunities to judge the UK Customer Satisfaction Awards. Each applicant will need to be a senior customer service professional or have a proven track record in business at a senior level having specialised in several different disciplines. Interested parties should send a short biography outlining their specific skill sets and current position to [email protected]. Successful applicants will be placed on a waiting list until suitable positions become available.

Are there different judges for each category?
Each category has a separate panel of judges. Therefore, if you are planning to enter multiple categories your submissions will be considered by multiple panels of judges.

Why do you need my logo?
If you have been successfully named as a finalist we will need your logo to use on the projections at the Awards Ceremony and to publicise your achievement in the Official Show Guide. We may also use it on the Institute website when we announce the finalists. We will adhere to your Brand Guidelines and undertake to never distort or misrepresent your brand. In turn, we will supply you with a Finalist logo for you to use to publicise your success.


Do I have to buy a table at the awards ceremony?

Each finalist organisation receives one complimentary place to the Awards ceremony. If you do wish to celebrate with colleagues tables are available to purchase on a first come - first served basis (we have Sold Out for the past three consecutive years). There are also a very limited number of individual places available for sale.

If I win will I have to speak?
The only person invited to speak is the winner of the Customer Service Strategic Leadership Awards, all other winners will be invited on stage to be handed their trophy but will not have the chance to speak.

Is there any publicity surrounding the winners?
Winners are published on the Institute’s website and press releases are circulated to the media. Winners and also invited to seek as much publicity as possible to highlight their achievements. Once the winner has received their trophy they are escorted to our video wall where a short piece to camera is recorded for publicity purposes.

Are there any special accommodation rates at the awards venue?
We have a limited number of rooms available at a discounted rate which can be booked direct with the hotel using the Promotional Code provided on the Institute website.

What is your refund policy on tickets?
More than 90 days before the conference - Full refund
61 – 90 days before the conference - 75% refund
31 – 60 calendar days before the conference - 50% refund
Less than 30 days - No refund but ticket is transferable

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