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

Over the last few months, organisations and employees have responded to a challenging economic environment in remarkable ways, by showcasing resilience and commitment to customer service excellence.

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

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. Free places are limited to one maximum per organisation.

Our next Awards ceremony will be taking place on 12 March 2024 at Hilton Park Lane, London, and entries for 2024 are now closed. The Awards are an excellent opportunity to reward your teams and enjoy a memorable evening among like-minded professionals. Tickets are in high demand, so make sure you secure yours before they sell out!

Book tickets to Awards ceremony

Date: 12 March 2024
Venue: London Hilton on Park Lane

Angellica Bell Headshot - Awards 2024
Angellica Bell, Awards Host and Broadcaster

Angellica Bell has been a television and radio broadcaster for over two decades and has emerged as a significant presenter of adult factual and entertainment programmes in the UK.

Angellica’s career started at the BBC in 2000 when she became the face of Children’s BBC until 2007 and during that time was twice nominated for Best Presenter at the Children’s Baftas. During her time as a children’s TV presenter, she worked on popular shows such as Short Change, 50/50 and The Saturday Show. Since then, she is known for co-presenting the Bafta-nominated financial programme, The Martin Lewis Money Show (ITV) and The One Show (BBC1).

What some of our winners have to say:
Knight Frank
UK Power Networks

UK Customer Satisfaction Awards Finalists 2024

Best Customer Experience - ABa Quality Monitoring


  • Lintbells YuMOVE
  • Knight Frank
  • Grainger
  • Revolut
  • Severn Trent
  • Specsavers
  • Talkmobile
  • Zurich Insurance
  • CitySprint UK
  • Ageas

Customer Feedback Strategy - Ipsos


  • Hodge
  • East Riding of Yorkshire Council
  • Heidelberg Materials
  • HM Passport Office
  • Redrow
  • Dulux Decorator Centre

Customer Focus - Large Enterprise - Kantar


  • Knight Frank
  • HM Passport Office
  • British Gas
  • Pension Insurance Corporation
  • Dulux Decorator Centre
  • Octopus Energy

Sustainable Customer Service - Landmark Information Group


  • CitySprint UK
  • Water Plus
  • Laithwaites
  • Lowell Financial
  • Olleco
  • Novuna Vehicle Solutions

Best Application of Technology - Paragon


  • 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


  • Shell
  • Auto Windscreens
  • SP Energy Networks
  • Lewmar
  • AXA Health + Ipsos

Best use of Customer Insight - Proinsight


  • 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


  • Ageas
  • Talkmobile
  • Prima
  • Intercity Technology
  • Knight Frank
  • Mount Anvil

Customer Commitment B2B - Freshworks


  • Insights Learning & Development
  • Expereo
  • FreeAgent
  • Yorwaste
  • Hydraulics Online
  • Water Plus

Employee Engagement Strategy


  • Huntswood
  • OVO
  • SES Water
  • MotoNovo Finance
  • Companies House
  • Moneypenny

Best Return on Customer Service Investment


  • Huntswood
  • Specsavers
  • DWP
  • Waste Managed

Customer Service Strategy Leadership


  • 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


  • 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


  • Dulux Decorator Centre – Joanna Williams, Senior Marketing Manager – Customer experience
  • Zurich Assurance – 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 B2C


  • Cabot Financial
  • VoucherCodes
  • Cirencester Friendly
  • Silver Cross UK
  • Registry Trust
  • RBC Brewin Dolphin

Customer Focus – SME


  • ALA Insurance
  • CareScribe
  • Wrendale Designs
  • Cartridge People
  • Registry Trust
  • Code Student Accommodation

Customer Service Professional of the Year


  • 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

Trusted Quality Provider


  • Correla
  • Family Fund Business Services
  • CustomerSure
  • FreeAgent
  • Pension Insurance Corporation
  • Laithwaites
Book your tickets

The UK Customer Satisfaction Awards 2024 categories are as follows:

  • Aba Quality Monitoring – Best Customer Experience
  • Ipsos – Customer Feedback Strategy
  • Kantar – Customer Focus Award – Large Enterprise
  • Landmark Information Group – Sustainable Customer Service
  • 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
  • Freshworks – Customer Commitment Award B2B
  • Employee Engagement Strategy
  • Best Return on Customer Service Investment
  • Customer Service Strategic Leadership
  • Best Customer Service Partnership
  • Changemaker Award
  • Customer Commitment Award B2C
  • Customer Focus Award – SME
  • Customer Service Professional of the Year
  • Trusted Quality Provider


  • 19.00: Pre-dinner drinks reception with cash bar in Grand Ballroom Foyer & Harvester Suite
  • 19.30: Call for Dinner
  • 19.45: Welcome
  • 19.55: Dinner
  • 21.15: Awards commence
  • 22.45: Awards conclude
  • 22.45: Dancing in Grand Ballroom foyer
  • 01.00: Carriages

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

Terms and Conditions:

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. 

If successful can we issue press releases?


UK Customer Satisfaction Awards 2023 Winners

ABa Quality Monitoring Customer Focus – Large Enterprise


Knight Frank

Cabot Financial Employee Engagement Strategy


Laithwaites Wine

Ipsos Best Use of Customer Insight



Kantar Best Customer Experience


Severn Trent

Paragon Customer Communications Best Application of Technology



Pension Insurance Corporation Best Customer Satisfaction Innovation


VIVO Defence Services

Proinsight Best Return on Customer Service Investment



TLF Research Best Customer Satisfaction Strategy



Webhelp Customer Service Strategic Leadership


Novuna Vehicle Solutions – Head of Customer Experience, Sue Cashmore-Thorley

Best Customer Service Partnership


IBM & Next

Changemaker Award


Lidl GB Customer Service – Head of Audit & Customer Service, Tobias Homolka

Customer Commitment B2B


Cartridge People

Customer Commitment B2C


Pension Insurance Corporation

Customer Feedback Strategy


UK Power Networks

Customer Focus – SME



Customer Service Professional


Landmark Information Group, Head of Customer Experience, Helen Luty

Sustainable Customer Service


Water Plus

Trusted Quality Provider


Suzuki GB

UKCSI Most Improved


Co-op Insurance

UKCSI Best in UK


first direct

Photos of the evening: 7 March 2023

Awards 2023 Winners
Official Sponsors 2024
ABa Quality Monitoring

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.


Freshworks – Customer Commitment B2B

Freshworks Inc, (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact.

Headquartered in San Mateo, California – Freshworks operates around the world to serve more than 65,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax.


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.


Kantar – Customer Focus Award – Large Enterprise

Kantar is the world’s leading marketing data and analytics business and an indispensable brand partner to the world’s top companies.  We combine the most meaningful attitudinal and behavioural data with deep expertise and technology platforms to track how people think and act.

We help clients develop the marketing strategies that shape their future and deliver sustainable growth.

Landmark Information Group

Landmark Information Group – Sustainable Customer Service Award

Landmark Information Group is the UK’s leading property and land data provider. With unparalleled datasets, an expert in-house team and advanced technology, we aim to streamline property transactions, enhancing speed and simplicity while mitigating risks. With over 25 years of experience, we enable informed decisions for diverse professionals across markets.

Landmark has committed to the Pledge to Net Zero initiative, making a firm commitment to take a leading role in the transition to a net zero carbon economy.

Paragon logo

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.

Pension Insurance Corporation

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 Mystery Shopping logo

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

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.

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