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

What are the UK Customer Satisfaction 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.

What are the key dates for 2019?

  • Entries open 14 May 2018.
  • Gala ceremony will take place early 2019 in London

2018 Winners

2018 Sponsors

Hitachi Logo
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: @Hitachi_Capital

TLF Logo

TLF Research
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.
Our role is more than collecting data and delivering insight. We support our clients to translate survey results into actions that will improve their customer experience
Twitter: @TLFResearch

InMoment Logo

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

Rant & Rave Logo
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 actions, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers - lifelong advocates.
Twitter: @RantandRaveUK

Auto Windscreens Logo

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, a network of fitting hubs throughout the UK and a state-of-the-art training and innovation academy in our headquarters in Chesterfield, we always aim to provider a superior service, putting value, safety and total customer satisfaction at the heart of our business.
Twitter: @AutoWindscreens 
ABa Quality Monitoring Logo

ABa Quality Monitoring
In all we do, we strive to make our world a happier one – for us, for our customers and for our customer’s customer. We achieve a step change in service one assessment at a time knowing that each improvement, each development and every act of kindness has a positive impact on the lives it touches.

    NEC Logo

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 of 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.
Pension Insurance Logo    

Pension Insurance Corporation plc 
Pension Insurance Corporation plc (“PIC”) is a leading provider of buy-ins and buyouts to the trustees and sponsors of UK defined benefit pension schemes. At year-end 2016, PIC had insured 134,900 pension fund members, had a strong solvency ratio of 164% and had £22.6 billion in financial investments. 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). 

Morrison Utility Services

Morrison Utility Services 
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.
Twitter: @MorrisonUtility

Cabot Credit Management

Cabot Credit Management
Cabot Credit Management is one of the largest credit management service providers in Europe and the market leader in the UK and Ireland. Customers are at the heart of Cabot’s culture. Our business model fundamentally focuses on treating customers fairly, through affordable payment solutions and supporting customers to financial recovery.
Corporate enquiries: 01753 724400

Grass Roots

Grass Roots

Grass Roots is the incentive company with the widest range of rewards and benefits for your employees and customers. 
We work with organisations of all sizes, including some of the world’s biggest brands. Our products and solutions (many of them exclusive) enable businesses to connect with new customers, grow their market share, and enhance customer loyalty.
We also help companies to become great places to work, with enviable employee benefits and innovative reward and recognition initiatives that change behaviours and generate results.
Everything we do is about driving business performance, making things easy and delivering value.
Twitter: @Grass_Roots_UK

Paragon Customer Communications

Paragon Customer Communications

Creating a seamless communication journey is much easier when one company can take care of every stage. And connect the stages in an intelligent, efficient way. From data to digital, from secure documents to direct mail, we send over 4 million messages for our clients. Every single day. We call it joined up communication.’ 
Twitter: @ParagonCC_UK

Social Sign In


SocialSignIn is a complete social media management platform, trusted by hundreds of leading brands around the globe to create meaningful customer service moments and high-impact marketing, at scale. A single, seamless and secure platform, SocialSignIn joins-up departments to deliver powerful digital experiences that drive retention, satisfaction and sales.
Twitter: @SocialSignInApp

What are the 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 

    If you wish to hear more about our exhibition packages for 2018 please email Sara Yarrow at [email protected] or call 020 3002 7764. 


Download joining instructions for this year's event here.


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 [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.

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. 

How to enter the awards

The 2018 UK Customer Satisfaction Awards are now closed for entries. 

Where can I enter the 2018 UK Customer Satisfaction Awards?
The UK Customer Satisfaction Awards 2018 entries are now closed. The 2019 entries will open early May 2018.

What are the UK Customer Satisfaction Awards categories I can enter? 
Best Use of Customer Insight Award
Customer Satisfaction Innovation Award
Best Application of Technology Award
Quality Service Provider Award
Rant & Rave - Best Customer Satisfaction Strategy Award
Customer Feedback Strategy Award
The Leadership Factor Best Return on Customer Service Investment Award
Best Customer Service Co-Creation/Collaboration Award
InMoment - Customer Commitment Award
Employee Engagement Strategy Award
Hitachi Capital (UK) - Customer Focus Award - Large Enterprise
Customer Focus Award – SME
Customer Service Strategic Leadership Award
Best Customer Experience Award

Are there any charges to enter the UK Customer Satisfaction Awards? 
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 6 March 2018 at the Hilton Park Lane, London.

Why should I enter the UK Customer Satisfaction Awards?
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 can I enter the UK Customer Satisfaction Awards?
Register using the form on the link above 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 [email protected]

How to put your entry together:
Visit our blog to read more about our top tips for entering the awards

Press Releases

Market commentary from The Institute of Customer Service

Market commentary from the Institute of Customer Service on the latest customer service news, trends and developments in the UK.

Social Media

Follow us on social media for up to date news and views

You can find us on Linkedin, Twitter, Google+ and Facebook.  Why not connect?

Annual conference

Meet with customer service professionals and leaders to share be

The Institute of Customer Service Annual Conference is the biggest forum for customer service thought leadership and best practice in the UK