UK Customer Satisfaction Awards

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

About the Awards

The 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.

Key dates for 2017

  • Entries are now closed for 2017. Entries for 2018 will open May 2017 and close 13 October 2017.
  • 7 March 2017 - UK Customer Satisfaction Awards gala ceremony at the Hilton Park Lane, London

Buy a ticket

UK Customer Satisfaction Awards  2017

Ticket types


Member ticket

£225.00 + VAT (booking fee applies)

Member table of 10

£1800.00 + VAT (booking fee applies)

Non member ticket

£275.00 + VAT (booking fee applies)

Non member table of 10

£2200.00 + VAT (booking fee applies)

Due to high demand the online booking feature for this event has been switched off. For latest availability please contact Jacqui Wellings on 02030027764 or email

Refunds policy

Date of cancellation

Refund amount

More than 90 calendar days before the conference

Full refund

61 – 90 calendar days before the conference

75% refund

31 – 60 calendar  days before the conference

50% refund

Less than 30 calendar days

No refund but purchased tickets can be transferred to a colleague

2017 Finalists

UK Customer Satisfaction Awards

Customer Focus Award – Large Enterprise
Arval UK
Home Group
Intercity Technology
Kindertons Accident Management
Mitie Client Services
Naked Wines
Pension Insurance Corporation
the NEC

VocaLink Best Application of Technology Award

The Association of Accounting Technicians
Berkeley Group
Cunningham Lindsey
Lloyds Bank International
National Express
Nationwide Building Society
Close Brothers Retail Finance
Countrywide Conveyancing Services

Hitachi Capital Best Customer Service Co-Creation/Collaboration Award

TSB/Blue Sky
Legal & General Retail Investments
Nationwide Building Society
Staffordshire County Council
SP Energy Networks
Lloyds Bank International
Morrison Utility Services in partnership with Scottish Water and AECOM

Rant & Rave Best Customer Satisfaction Strategy Award
Celtic & Co
Hitachi Capital Consumer Finance
Lloyds Bank International
Auto Windscreens
Suzuki GB
XLN Telecom
Northumbrian Water

Grass Roots Best Use of Customer Insight Award

Covéa Insurance
Hitachi Capital Consumer Finance
Home Group
Macmillan Cancer Support
Red Funnel Ferries
Wulvern Housing Association
Virgin Money
Morrison Utility Services, Scottish Water & AECOM

InMoment Customer Commitment Award
Arval UK
Berkeley Group
Countrywide Conveyancing Services
Intercity Technology
Auto Windscreens
Claims Consortium Group

The NEC Customer Feedback Strategy Award
Cabot Credit Management
Echo Managed Services and The Financial Times
EDF Energy
Her Majesty’s Passport Office
RSA Insurance
South West Trains
Virgin Money
Thames Water

Morrison Utility Services Customer Focus Award – SME
A.S.A.P. Supplies

Customer Satisfaction Innovation Award

Geoffrey Insurance
MSC Industrial Supply Co
National Express
BMW Group UK
TransPennine Express
Claims Consortium Group
UK Power Networks

Auto Windscreens Customer Service Strategic Leadership Award
Rob Smale, Claims Director – Ageas
Mark Newton, Assistant Chief Constable, Crime – British Transport Police
Chris Mellor, Head of Customer Service, Hitachi Capital Consumer Finance
Greg Reed, Chief Marketing Officer – HomeServe Membership
Vinay Parmar, Customer Experience Director – National Express
Nick Sterling, Managing Director – Osborne Property Services
John Geddes, Commercial Development Director – Alliance Healthcare
Nigel Howell, Chief Executive – FirstPort
Kathryn O’Brien, Customer Experience Director – TransPennine Express 
Peter Reid, Island Director & Head of Banking Operations – Lloyds Bank International

Quality Service Provider Award

Callcredit Information Group
Countrywide Conveyancing Services
East Midlands Trains
Hitachi Capital Consumer Finance
Holland & Barrett
London South Bank University
Macmillan Cancer Support
Pension Insurance Corporation
Canary Wharf Management 

TLF Research Best Return on Customer Service Investment
Intercity Technology

Employee Engagement Strategy Award
TSB/Blue Sky
Countrywide Conveyancing Services
Covéa Insurance
Intercity Technology
JD Williams
Zen Internet

ABa Quality Monitoring Best Customer Experience Award
Affinity Water
Cabot Credit Management
EDF Energy
Pension Protection Fund
Oriel Services
Yorkshire Water and Morrison Utility Services

2017 Sponsors

If you wish to hear more about our sponsorship packages please email Sara Yarrow at or call 02030027764. 

InMoment is a cloud-based customer experience (CX) optimisation platform that gives companies the ability to listen to and engage with their customers to improve business results through better experiences. The company operates as a full-service partner to nearly 400 brands across 95 countries.
Twitter: @WeAreInMoment

Auto Windscreens 
Auto Windscreens is one of the UK’s leading automotive glass repair and replacement companies in the UK, serving customers across all sectors. With a fleet of mobile technicians and headquarters in Chesterfield, we always aim to provide a superior service, putting value, safety and total customer satisfaction at the heart of our business.
Twitter: @AutoWindscreens

TLF Research 
TLF Research is the UK's leading customer experience survey specialist. We conduct over 500 surveys a year to help organisations map customer journeys and improve their customers' satisfaction and loyalty. Clients from across all industries including BIFFA, British Gypsum, Chelsea FC, Direct Line Group, Irish Life, Johnsons Apparelmaster, Land Securities, LV=, Northgate, Rolls Royce, Saint Gobain, Tata, Visa and YHA.
Twitter: @TLFResearch

Grass Roots  
Grass Roots connects brands and people - enabling our clients to attract, engage, retain and grow their customers, channel partners and employees. 
Talk to us about: Experience & Insight | Motivation | Benefits | Rewards | Promotions | Meetings & Events
Twitter: @Grass_Roots_UK 
Hitachi Capital 
Every day, over a million businesses and individuals across the UK count on us.  We help SMEs unlock their potential by improving cash flow and investing in the future of over half a million British workers. We have revolutionised retail with the fastest point of sale credit solution, online and instore. We keep businesses moving with market-leading solutions for fleets, vans and HGVs. And we power personal ambition, approving a loan every 60 seconds, lending over £1.6bn a year.
Twitter: @The_In_Voice 

Morrisons US 
Morrison Utility Services works with utility company clients in the electricity, gas, water and telecommunications sectors helping them renew, refurbish and maintain infrastructure and networks. Our vision is to be the leading utility service provider delivering high-quality, cost effective and customer-centric services on behalf of our clients. We continually look to invest, influence and innovate through our customer service approach, always recognising the impact we can make through the delivery of essential utility services to our client’s customers.

We’re VocaLink. A global payments partner to banks, corporates and governments. We believe that sustainable economies are powered by easy access to, and movement of, money. We design, build and operate world-class payment platforms. Last year we processed over 11 billion transactions with a value of £6 trillion. In the UK, we process over 90% of salaries, more than 70% of household bills and almost all state benefits.  We also connect the world’s busiest network of over 70,000 ATMs. 

ABa Quality Monitoring
ABa is the UK’s largest provider of operationally focused, bespoke mystery shopping and customer experience tools. We help our clients gain clarity of vision and understanding of the customer experience across every customer touch point, in every industry sector. By working in partnership with our clients we help to cultivate and embed service excellence, making a real and tangible difference to our clients and their customers.

The NEC  

The NEC - where brands are born, products are launched, networks are made - and a great day out is had! We’re the nations most connected and convenient venue with over 500 events held every year and the No. 1 venue of choice for organisers, exhibitors and visitors alike. 


Bottomline Technologies help our customers innovate, win, and grow by powering mission-critical business transactions. Through intense customer focus and user-driven product innovation we provide corporations, financial institutions and banks around the world with market-leading solutions for payments and cash management, financial document automation, financial messaging, digital banking, cyber fraud and risk management.

Rant & Rave
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.
t) 02476011905

Callcredit Information Group unlocks value for businesses and consumers by the secure and innovative transformation of data into intelligence and insight, enabling transactions across multiple channels and markets.

Oracle Service Cloud makes it possible for you to better understand your customers and quickly deliver the right answers at the right time through preferred service channels and devices. Oracle Service Cloud makes it easy for customers to engage with your brand; your employees to serve customers; and your organization to adapt to changing business needs.

Sponsorship opportunities

The Institute of Customer Service offers a number of sponsorship opportunities. All of our packages are tailored to meet the requirements of your organisation, and we work with our clients on a bespoke basis to ensure you receive the best possible return on your investment.
Hundreds of guests attend our event every year. We reach thousands more through our dedicated marketing campaigns. What better way to showcase your brand, build awareness and make important contacts in customer service?

  • Engage Key Decision-Makers and Policy-Makers
  • Develop your Reputation as a Thought Leader
  • Attend our Events
  • Online and Direct Marketing
  • Exhibition-Friendly Venues
  • Flexible Packages

Enter the awards

Entries for 2017 are now closed!
Entries for 2018 will reopen April 2017. 

Enter for FREE!
Entering the UK Customer Satisfaction Awards is free. There are no hidden charges and if your entry is successful and makes it through to the finalist shortlist, you will get one free ticket to the gala ceremony on 7 March 2017 at the Hilton Park Lane, London.

Reasons to enter:
The UK Customer Satisfaction Awards are the only customer service awards run by the UK's professional body for customer service. Many benefits can be gained from entering them, these include:
Gain external and internal recognition of your organisation's commitment to customer service 
Benchmark against some of the UK's leading service organisations 
Make the most of the opportunity to motivate and engage your employees

How to enter:
Register using the form below and you will be re-directed to a page where you can download the entry forms you have chosen
Once you have downloaded the entry forms, complete them in full and email them to

How to put your entry together:
Click here for details of all award categories and the entry criteria
Visit our blog to read more about our top tips for entering the awards
Download our guide to putting together a compelling awards entry
See our past winners



Can I enter more than one category?
There are 13 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.

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


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 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.

Is there any incentive for me to book my table early?
The first 20 tables booked will receive a Champagne Upgrade (worth £200). The upgrades include 2 bottles of champagne per table plus the best available position in the room. To find out if there are any Champagne Upgrades still available please call Jacqui on 0203 002 7764. 

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