Best Customer Satisfaction Strategy Award

Winner 2018 - Her Majesty’s Passport Office

What is the criteria for the Best Customer Satisfaction Strategy Award?
In this category, judges were looking for the organisation that has developed and implemented a strategy that has measurably improved its customer satisfaction ratings.

Why did Her Majesty’s Passport Office win the Best Customer Satisfaction Strategy Award?
Her Majesty’s Passport Office whose customer satisfaction strategy is driven from the very top by its Director General, Mark Thomson, who challenged all staff to deliver a ‘World Class Customer Experience’, a challenge that formed part of HMPOs successful new business strategy.