The UK's most prestigious Customer Service Awards - run by the professional body for customer service
Book tickets to Awards ceremony
Date: 12 March 2024
Venue: London Hilton on Park Lane
UK Customer Satisfaction Awards Finalists 2024
Best Customer Experience - ABa Quality Monitoring
Finalists:
- Lintbells YuMOVE
- Knight Frank
- Grainger
- Revolut
- Severn Trent
- Specsavers
- Talkmobile
- Zurich Insurance
- CitySprint UK
- Ageas
Customer Feedback Strategy - Ipsos
Finalists:
- Hodge
- East Riding of Yorkshire Council
- Heidelberg Materials
- HM Passport Office
- Redrow
- Dulux Decorator Centre
Best Application of Technology - Paragon
Finalists:
- Europcar Mobility Group
- Jisc
- Northumbrian Water
- Volkswagen Group UK +Ipsos
- Telford & Wrekin Council
- Talkmobile
- Specsavers
- Octopus Energy
- Pinnacle Service Families
- Simply Asset Finance
Best Customer Satisfaction Innovation - Pension Insurance Corporation
Finalists:
- Shell
- Auto Windscreens
- SP Energy Networks
- Lewmar
- AXA Health + Ipsos
Best use of Customer Insight - Proinsight
Finalists:
- Zurich Insurance
- Cromwell
- Europcar Mobility Group
- Hodge
- United Utilities
- UK Power Networks
- Specsavers
- Mount Anvil
- Virgin Atlantic + Kantar
- SP Energy Networks
Best Customer Satisfaction Strategy - TLF Research
Finalists:
- Ageas
- Talkmobile
- Prima
- Intercity Technology
- Knight Frank
- Mount Anvil
Customer Focus - Large Enterprise
Finalists:
- Knight Frank
- HM Passport Office
- British Gas
- Pension Insurance Corporation
- Dulux Decorator Centre
- Octopus Energy
Employee Engagement Strategy
Finalists:Â
- Huntswood
- OVO
- SES Water
- MotoNovo Finance
- Companies House
- Moneypenny
Best Return on Customer Service Investment
Finalists:Â
- Huntswood
- Specsavers
- DWP
- Waste Managed
Customer Service Strategy Leadership
Finalists:Â
- M247 – Pete Wakelam, Chief Operating Officer
- Openreach – Chris Herbert, Director Service Delivery – Customer Service
- Visualsoft – Chris Fletcher, Vice President Operations
- Specsavers – Arjun Kundi, Director of Customer Operations
- Redrow – Emma Morris, Customer & Quality Director
Best Customer Service Partnership
Finalists:Â
- SP Energy Networks
- Browne Construction
- The Foundation Customer-Led Growth Consultancy
- Sky & Openreach
- Dalkia
- Pension Insurance Corporation
- Correla
- Claims Consortium Group
- Portsmouth Water
Changemaker Award
Finalists:Â
- Dulux Decorator Centre – Joanna Williams, Senior Marketing Manager – Customer experience
- Zurich Insurance – Peter Sanderson, Head of Operations – Retail Protection
- AXA Health – Samantha Beddoes, Customer Experience Manager
- Knight Frank Residential – Enna Khan, Head of Customer Experience
- Specsavers – Michael Plante, Head of Customer Operations
- Landmark Information Group – Helen Luty, Head of Customer Experience
- Portsmouth Water – Clare Younger, Senior Customer Services Manager
- Olleco – Rachel Hughes, Head of Sales Support & Customer Experience
- M247- Rhonda Holden, Head of Connectivity Support & Customer Care
Customer Commitment B2B
Finalists:Â
- Insights Learning & Development
- Expereo
- FreeAgent
- Yorwaste
- Hydraulics Online
- Water Plus
Customer Commitment B2C
Finalists:Â
- Cabot Financial
- VoucherCodes
- Cirencester Friendly
- Silver Cross UK
- Registry Trust
- RBC Brewin Dolphin
Customer Focus – SME
Finalists:
- ALA Insurance
- CareScribe
- Wrendale Designs
- Cartridge People
- Registry Trust
- Code Student Accommodation
Customer Service Professional of the Year
Finalists:
- Jones Lang Lasalle, Annie King, Guest Services Manager for HSBC
- Boots UK – Lauren Franklin, Pharmacy Technician
- Huntswood – Nicholas Horne, Emplyment Agent
- M247 – Nonso Ogbuagu, Technical Team Leader
- Prima – Ellie-Louise Prigg, Senior Customer Fulfilment Specialist
- Waste Managed – Lisa Turner, Contact Centre Coach
Sustainable Customer Service
Finalists:Â
- CitySprint UK
- Water Plus
- Laithwaites
- Lowell Financial
- Olleco
- Novuna Vehicle Solutions
Trusted Quality Provider
Finalists:
- Correla
- Family Fund Business Services
- CustomerSure
- FreeAgent
- Pension Insurance Corporation
- Laithwaites
The UK Customer Satisfaction Awards 2024 categories are as follows:
- Aba Quality Monitoring – Best Customer Experience
- Ipsos – Customer Feedback Strategy
- Paragon – Best Application of Technology
- Pension Insurance Corporation – Customer Satisfaction Innovation Award
- ProInsight – Best Use of Customer Insight
- TLF Research – Best Customer Satisfaction Strategy Award
- Customer Focus Award – Large Enterprise
- Employee Engagement Strategy
- Best Return on Customer Service Investment
- Customer Service Strategic Leadership
- Best Customer Service Partnership
- Changemaker Award
- Customer Commitment Award B2B
- Customer Commitment Award B2C
- Customer Focus Award – SME
- Customer Service Professional of the Year
- Sustainable Customer Service
- Trusted Quality Provider
Why enter the UK Customer Satisfaction Awards?
Our UK Customer Satisfaction Awards are a chance to showcase your organisation’s commitment to service excellence and be recognised for your tenacity, creativity and innovation.
The deadline for entry submissions is 30 October 2023.
Who can enter the UK Customer Satisfaction Awards?
Any organisation. Members and Non-members.
The deadline for entry submissions is 16 October 2023.
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.Â
If successful can we issue press releases?
Yes!
UK Customer Satisfaction Awards 2023 Winners
ABa Quality Monitoring Customer Focus – Large Enterprise
Winner:
Knight Frank
Cabot Financial Employee Engagement Strategy
Winner:
Laithwaites Wine
Ipsos Best Use of Customer Insight
Winner:
Openreach
Kantar Best Customer Experience
Winner:Â
Severn Trent
Paragon Customer Communications Best Application of Technology
Winner:
Redrow
Pension Insurance Corporation Best Customer Satisfaction Innovation
Winner:
VIVO Defence Services
Proinsight Best Return on Customer Service Investment
Winner:
Sedgwick
TLF Research Best Customer Satisfaction Strategy
Winner:
Aldi
Webhelp Customer Service Strategic Leadership
Winner:Â
Novuna Vehicle Solutions – Head of Customer Experience, Sue Cashmore-Thorley
Best Customer Service Partnership
Winners:Â
IBM & Next
Changemaker Award
Winner:Â
Lidl GB Customer Service – Head of Audit & Customer Service, Tobias Homolka
Customer Commitment B2B
Winner:Â
Cartridge People
Customer Commitment B2C
Winner:Â
Pension Insurance Corporation
Customer Feedback Strategy
Winner:Â
UK Power Networks
Customer Focus – SME
Winner
Analox
Customer Service Professional
Winner:
Landmark Information Group, Head of Customer Experience, Helen Luty
Sustainable Customer Service
Winner:Â
Water Plus
Trusted Quality Provider
Winner:
Suzuki GB
UKCSI Most Improved
Winner:
Co-op Insurance
UKCSI Best in UK
Winner:
first direct
Photos of the evening: 7 March 2023
Programme:
- 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:
ABa Quality Monitoring – Best Customer Experience
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.
www.aba.co.uk
Ipsos – Customer Feedback Strategy
Ipsos helps brands all over the world to elevate their customer experience, to anticipate, respond and evolve in line with rapidly changing needs and market forces.
Their CX practitioners design, implement and deliver CX programmes that use the best in technology and real-world expertise to drive retention, satisfaction, operational efficiency and share of spend. By transforming the way brands do business, Ipsos helps translate CX measurement into active customer experience management – and proven ROI.
Pension Insurance Corporation – Customer Satisfaction Innovation Award
The purpose of PIC is to pay the pensions of its current and future policyholders. PIC provides secure and stable retirement incomes through leading customer service, comprehensive risk management and excellence in asset and liability management. 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).
Proinsight – Best Use of Customer Insight Award
As the leading mystery shopping provider in the UK, Proinsight know first-hand what excellence looks like. They take the time to create programmes of activity that measure customer experience designed versus customer experience delivered across all key touchpoints. Their programmes are developed to deliver return on investment and drive customer experience strategies, whilst at the same time offering compelling business insights. Proinsight’s complete end-to-end experiential feedback process is proven to deliver results quickly and efficiently.
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 – 9 out of our top 10 clients have been with us over 10 years.
Paragon – Best Application of Technology
Paragon combines leading-edge technology and exceptional people to deliver business-critical products and services that enhance our clients’ performance. We go to market through seven key business lines, delivering cost and carbon efficiency while meeting our clients’ evolving challenges head on, transforming how their businesses operate.
In the UK, Luxembourg and Ireland, those seven business lines are: Consultancy and agency, Customer Communications, Lead Supply, Supply Chain Management, Business Process Outsourcing, Workplace Solutions, and Print Solutions. They enable us to meet customer expectations and remain agile and flexible to market demands.