skip to Main Content

The UK's most prestigious Customer Service Awards - run by the professional body for customer service

Our UK Customer Satisfaction Awards recognise organisations and individuals that have implemented successful customer service strategies.

Organisations benefit from the process of entering awards through reflecting on the achievements submitted, lifting staff’s morale and impacting employee engagement positively.

Nominations can be submitted free of charge by both members and on-members. Entries are open until 14 October 2022.

Join us at the Awards ceremony on 7th March 2023 at Hilton Park Lane, London to learn from the winners and celebrate the teams that have delivered exceptional customer service.

Submit your entries

Book tickets to Awards ceremony

Date: 7 March 2023
Venue: London Hilton on Park Lane


The UK Customer Satisfaction Awards 2023 categories are as follows:

  • Kantar – Best Customer Experience 
  • Pension Insurance Corporation – Customer Satisfaction Innovation
  • TLF Research – Best Customer Satisfaction Strategy Award
  • Best Customer Service Partnership
  • Customer Service Changemaker 
  • Customer Commitment Award B2B
  • Customer Commitment Award B2C
  • Customer Feedback Strategy
  • Customer Service Professional of the Year 
  • Sustainable Customer Service 
Submit your entries


  • 19:00 – Pre-dinner drinks reception with cash bar
  • 19:40 – Welcome, Dinner & Awards
  • 22:45 – Post-awards entertainment & DJ

Please note:

  • Member finalists receive one free place to the Awards ceremony
  • Non-member finalists receive one free place with purchase of one or more additional places
  • An Awards table ticket includes 10 seats at the table, subject to government guidelines

Terms and Conditions:

Why enter the UK Customer Satisfaction Awards?

Build morale. Celebrate success. Positive outcome from a challenging year.

The deadline for entry submissions is 14 October 2022.

Who can enter the UK Customer Satisfaction Awards?

Any organisation. Members and Non-members.

The deadline for entry submissions is 14 October 2022.

Does my information remain confidential?

Yes. Judges sign a legally-binding NDA.

What is the cost to submit the Awards entry form?

The entry submission is complimentary.

The deadline for entry submissions is 14 October 2022.

Will I be able to get an extended entry deadline?

Almost invariably No – shortlisting takes place immediately following the deadline.

What happens if I make Finalist Shortlist?

You’ll get one free invitation to the awards ceremony when at least one other ticket is purchased – (limited to one maximum per organisation).

Can our team attend the Awards Ceremony?

Yes. Tables are now for sale on first come first served basis (subject to Government guidance). Book your place here. 

If successful can we issue press releases?


Awards Winners & Finalists 2021

UKCSI Most Improved Award

Winner: Swinton Insurance

UKCSI Best in the UK Award

Winner: first direct

Best Application of Technology Award

Winner: Cabot Financial


  • British Gas
  • Co-op Group
  • Costain
  • Engage Hub
  • Frasers Group
  • Green Flag
  • Marks & Spencer
  • Network Rail (High Speed)
  • Openreach

Best Customer Satisfaction Strategy

Winner: Transport for London Commercial Development


  • Aldi Stores
  • Disclosure & Barring Service
  • Golding Homes
  • Hampshire County Council
  • Intercity Technology
  • Rainbow International/ISS Restoration
  • Redrow
  • UK Power Networks Services
  • Xoserve

Best Customer Service Co-Creation Collaboration Award

Winner: HM Passport Office


  • Caledonia Water Alliance
  • Grand Union Housing Group
  • J Browne Construction
  • Mainstay
  • Secure Trust Bank
  • SSCL (Shared Services Connected Ltd)
  • Thames Water
  • Wessex Water
  • Wales & West Utilities

Cabot Financial Sustainable Customer Service Award

Winner: Hitachi Capital Vehicle Solutions (part of Hitachi Capital UK PLC)


  • Companies House
  • EverTrek
  • Port of London Authority

Customer Service Changemaker Award

Winner: Alison Jennings, Head of Customer Experience, Xoserve


  • Annette Ritson, Customer Service Manager, Clarity
  • Charley Maher, Managing Director, Pelican Business Services
  • Gemma Colby, Head of Customer Experience, Yell

Customer Service Strategic Leadership Award

Winner: Richard Pash, UK Chief customer Officer, Zurich Insurance


  • Andy Szabo, Chief Customer Officer, Xoserve
  • Carla Thomas, Director Business Customer Service, Openreach
  • Julie Gill, Director Customer Service Operations, Amcareâ„¢ Group
  • Josh Gill, Chief Executive Officer, Everflow Water
  • Marie Fisher, Head of Client Relations, Hudson Outsourcing,
  • Mark Billingham, Group Customer Care Director, The Very Group
  • Mike Gauterin, Enterprise Customer service Director, BT Group
  • Sara Protheroe, Chief customer Officer & Executive Director, Pension Protection Fund
  • Stephanie Trubshaw, Customer Director, Electricity North West

Employee Engagement Strategy Award

Winner: Boots UK


  • Covéa Insurance
  • Dwr Cymru Welsh Water
  • Fittleworth Medical
  • Hitachi Capital Vehicle Solutions (part of Hitachi Capital UK PLC)
  • Knight Frank
  • Laithwaites
  • Loop Customer Management
  • Sitel® UK&I
  • South East Water

Freshworks Best Customer Experience Award

Winner: Octopus Energy


  • Ageas
  • believe housing
  • Bought By Many
  • Clarks
  • Citizen
  • Kindertons Accident Management
  • Samsung KX
  • Skipton International
  • Surrey County Council

Ipsos MORI Customer Feedback Strategy Award

Winner: O2


  • Admiral Group
  • Brenntag
  • Disclosure & Barring Service
  • Kia UK
  • NHS Property Services
  • Paragon Bank
  • SafeMove a part of Yorkshire Water
  • Xoserve

Kantar Best Use of Customer Insight Award

Winner: Electricity North West


  • AmeySRM
  • Kia UK
  • Nationwide Building Society
  • Northern Ireland Water
  • Patch Plants
  • Places for People
  • SP Energy Networks
  • Yorkshire Water
  • Virgin Money

Morrison Water Services Customer Focus Award – SME

Winner: The Edinburgh Casting Studio


  • Analox Group
  • Better2Know
  • Crest Pumps
  • New Homes Customer Care (NHCC)

Pension Insurance Corporation Customer Satisfaction Innovation Award

Winner: Yell


  • Caravan Guard
  • Claims Consortium Group
  • National Highways
  • Nestlé Purina
  • Sort Move
  • South East Water
  • SP Energy Networks
  • Vistry
  • Yorkshire Water

Quality Service Provider Award

Winner: MSC Industrial Supply Co.


  • Axis part of Bidvest Noonan Group
  • CAF Bank
  • FreeAgent
  • HM Passport Office
  • Kent Fire and Rescue Service
  • Pension Protection Fund
  • Pension Insurance Corporation
  • Vita Health Group

Salesforce Customer Commitment Award

Winner: Knight Frank


  • Amcareâ„¢ Group & Convatec
  • Buzzbike
  • Coastline Housing
  • Curo
  • HMRC
  • Kimal
  • National Grid
  • Silver Cross UK
  • TalkTalk

Sitel Group® Customer Focus Award – Large Enterprise

Winner: Pension Insurance Corporation


  • Arval UK
  • BT Group
  • MSC Industrial Supply Co.
  • Openreach
  • Scottish & Southern Energy Networks
  • UKCloud
  • Vertas Group
  • United Utilities
  • Virgin Money

TLF Research Best Return on Customer Service Investment Award

Winner: SP Energy Networks


  • Knight Frank
  • Openreach
  • New Homes Customer Care (NHCC)
  • Scottish & Southern Energy Networks
  • Yell

Photos of the evening: 19 October 2021

UK Customer Satisfaction Awards 2023 category sponsors:

Aba Quality Monitoring

Aba Quality Monitoring Customer Focus Award – Large Enterprise Award

Established in 1990, ABa is one of UK’s largest providers of operationally focused, bespoke mystery shopping and customer experience measurement tools. We bring together decades of understanding CX itself, with cutting edge technology designed for each client’s needs.

We also design, implement, and manage lots of other CX measurement tools and programmes too! Our in-house Tech Team has the capability, innovation, and agility to develop a service solution to meet any specific client needs.

Cabot Financial

Cabot Financial was founded in 1998 and now forms part of Cabot Credit Management. We are one of largest debt purchase companies in the UK and are fully authorised by the Financial Conduct Authority.
Customer service and regulatory compliance are at the core of our business and guide our mission of ‘Creating pathways to economic freedom’. Currently supporting around 7 million consumers, treating each consumer fairly and offering affordable payment solutions is at the heart who we are and what we do.


Ipsos is an industry leader in designing, implementing and delivering Customer Experience programmes. We help organisations retain customers, recover those at risk, grow share of spend, increase satisfaction, loyalty, advocacy and improve operational efficiency.

Our tailored programmes deliver a Return on Customer Experience Investment (ROCXI), with a team of expert CX practitioners helping organisations at all stages of CX measurement and management through;  professional services, VoC measurement and advanced analytics.


Kantar – Best Customer Experience Award

Kantar is the world’s leading evidence-based insights and consulting company. We have a complete, unique and rounded understanding of how people think, feel and act; globally and locally in over 90 markets.
By combining the deep expertise of our people, our data resources and benchmarks, our innovative analytics and technology, we help our clients understand people and inspire growth.

Paragon Customer Communications

is an international business services provider that integrates leading-edge technology and practical expertise to transform the way its clients operate. We deliver cost and carbon efficiency, enhanced customer experience, and enable businesses to meet evolving challenges head on.

Paragon’s expertise is delivered via seven business lines: consulting and agency, customer communications, lead supply, business process outsourcing, workplace solutions, supply chain management and print solutions.

Pension Insurance Corporation

Pension Insurance Corporation Customer Satisfaction Innovation Award

PIC provides secure and stable retirement incomes through leading customer service, comprehensive risk management and excellence in asset and liability management.

On 31 December 2021, PIC had insured 282,900 pension scheme members and had £51.1 billion in financial investments, accumulated through the provision of tailored pension insurance buyouts and buy-ins to the trustees and sponsors of U.K. defined benefit pension schemes. Clients include FTSE 100 companies, multinationals, and the public sector.

TLF Research

TLF Research – Best Customer Satisfaction Strategy Award

TLF Research is a specialist customer experience research and measurement agency. Founded in 1996, we’ve been designing bespoke research programmes for over 25 years. We work with customer-focused organisations of all shapes and sizes, and focus on providing research with actionable outcomes to continually improve the customer experience.

We’ve got a proven track record of helping companies improve their customer satisfaction and loyalty and believe in building long-term partnerships that deliver results.

Back To Top