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The UK's most prestigious customer service awards - run by the professional body for customer service

This year, more than ever before, given the last 18 months, we have been delighted to welcome you to another sold-out UK Customer Satisfaction Awards on 19 October 2021.

These awards showcase organisations who are innovating and finding creative solutions to old and new challenges. Congratulations to all winners and finalists! We had a record number of entries this year, and we know how much effort you have all put in – well done all, and we look forward to seeing you again next year!

Photos of the evening: 19 October 2021

Institute of Customer Service- Awards 2021

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

Finalists:

  • 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

Finalists:

  • 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

Finalists:

  • 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)

Finalists:

  • Companies House
  • EverTrek
  • Port of London Authority

Customer Service Changemaker Award

Winner: Alison Jennings, Head of Customer Experience, Xoserve

Finalists:

  • 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

Finalists:

  • Andy Szabo, Chief Customer Officer, Xoserve
  • Carla Thomas, Director Business Customer Service, Openreach
  • Julie Gill, Director Customer Service Operations, Amcare™ 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

Finalists:

  • 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

Finalists:

  • 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

Finalists:

  • Admiral Group
  • Brenntag
  • CMOStores.com
  • 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

Finalists:

  • 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

Finalists:

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

Pension Insurance Corporation Customer Satisfaction Innovation Award

Winner: Yell

Finalists:

  • 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.

Finalists:

  • 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
  • VIVID

Salesforce Customer Commitment Award

Winner: Knight Frank

Finalists:

  • Amcare™ 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

Finalists:

  • 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

Finalists:

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

UK Customer Satisfaction Awards 2021 Sponsors

Cabot Financial

Cabot Financial was founded in 1998 and now forms part of Cabot Credit Management. Cabot Financial is one of largest debt purchase companies in the UK and is fully authorised by the Financial Conduct Authority. Customer service and regulatory compliance are at the core of our business, culture and collections strategies 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. Our values that we care, we find a better way and we are inclusive and collaborative run through everything we do for consumers, clients and colleagues.

🌐 www.cabotfinancial.co.uk
@CabotFinancial

Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

🌐https://www.freshworks.com/
 @FreshworksInc

Ipsos MORI

Ipsos MORI is an industry leader in designing, implementing and delivering Customer Experience programmes. We drive to the ‘So What’ by helping 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, using a unique blend of professional services, VoC measurement (with a best in class platform ecosystem) and advanced analytics.

🌐 www.ipsos.com
@IpsosMORI

Kantar

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.

🌐 www.kantar.com/uki
@Kantar_UKI

Morrison Water Services

Morrison Water Services, part of M Group Services is a dedicated utility service provider, working in long term frameworks on behalf of regulated utility companies across the electricity, gas and water sectors in the UK. Our workforce of over 5,000 operates daily in local communities, working hard to keep customers, communities and stakeholders connected to their essential services; households and businesses warm, taps flowing, lights on and appliances running.

🌐 www.morrisonws.com
@morrison_water

Pension Insurance Corporation (PIC)

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. At 31 December 2020, PIC had insured 273,500 pension scheme members and had £49.6 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. PIC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (FRN 454345).

🌐www.pensioncorporation.com
@PensionCorp

Salesforce

Salesforce is the #1 CRM, bringing companies and customers together in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, blockchain, voice, and artificial intelligence—to connect to their customers in a whole new way. They are coming to us as their trusted advisor, and together we are transforming their businesses around the customer.

Salesforce Customer 360 is our vision for how we help customers with their digital transformations. It’s an integrated CRM platform that unites marketing, sales, commerce, service and more to give companies a single source of truth about their customers. It gives these teams a single, shared view of their customers so they can deliver the intelligent, personalised experiences their customers have come to expect from every brand and build lasting, trusted relationships.

🌐https://www.salesforce.com/uk/
@salesforce

Sitel Group®

As a leading global provider of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. With 100,000 people in 29 countries around the globe, working from home or from one of our CX hubs, we securely connect best-loved brands with their customers over 4.5 million times every day in over 50 languages.

🌐https://www.sitel.com/
@Sitel_UK

TLF
TLF Research

We are experts in customer experience measurement and research. With over 25 years of specialist experience and a proven track record of improving customers’ experience, satisfaction and loyalty. We can support every stage of your customer experience measurement programme, developing your methodology, data collection, reporting, insight and recommendations for action. Post survey results, TLF can help with action planning and training as well as powerful storytelling for communication and driving cultural change.

🌐https://www.tlfresearch.com/
@TLFResearch

Recognising excellence – our 2020 awards evening

Why enter the UK Customer Satisfaction Awards?

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

The deadline for entry submissions has now passed, but you can book your tickets for the Awards ceremony (19 October).

Who can enter the UK Customer Satisfaction Awards?

Any organisation. Members and Non-members.

The deadline for entry submissions has now passed, but you can book your tickets for the Awards ceremony (19 October).

Does my information remain confidential?

Yes. Judges sign a legally-binding NDA

Can individuals enter the UK Customer Satisfaction Awards?

There are two categories for individuals – Outstanding Leader & Changemaker.

The deadline for entry submissions has now passed, but you can book your tickets for the Awards ceremony (19 October).

What is the cost to enter?

No cost, it’s free to enter.

The deadline for entry submissions has now passed, but you can book your tickets for the Awards ceremony (19 October).

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 for sale on first come first served basis (Subject to any lingering Government guidance) – book here.

If successful can we issue press releases?

Yes!

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