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

Our 2020 Awards will take place on 3rd March 2020 at Hilton on Park Lane, London.
Get your tickets here.

Entries for UK Customer Satisfaction Awards 2020 are now LIVE!

These will close on 18th October 2019.

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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 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?

Each organisation can enter as many of the categories 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.

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. The categories 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 £250 + 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?

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 are 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 by the Institute website.

2019 Finalists

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

2019 Winners


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