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The UK's most prestigious customer service awards

Our UK Customer Satisfaction Awards recognise and celebrate the individuals and organisations consistently demonstrating service excellence. They are an opportunity for your organisation to gain recognition, enhance its reputation and celebrate the hard work of your teams.

Member tables

£2,950

Non-member tables

£3,750

Awards Ceremony

4 March, 2025 Hilton on Park Lane

Submission deadline

Friday 18 October, 2024

Our UK Customer Satisfaction Awards are free to enter and open to all
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
2025 Awards Finalists:
Please click on each category to view the shortlisted finalists:

Customer Commitment B2C

Customer Focus - SME

Customer Service Professional

Trusted Quality Provider

Sustainable Customer Service

Best Customer Service ROI

This award is open to any organisation that has differentiated itself through a well-communicated customer commitment strategy operating in the business-to-consumer environment. Judges looked for evidence of the execution of a customer-oriented culture showing a consistent commitment to customer service excellence.

2025 Shortlisted Finalists: 

  • Unum
  • Registry Trust
  • Pension Insurance Corporation
  • Aegon
  • FlyAffinity
  • John Lewis Partnership

This award is open to any organisation which employs under 250 people, that has placed the customer at the centre of its operations and strategies. Candidates will need to display a well communicated customer strategy and evidence of employee engagement in executing the strategy. Evidence will be required of the extent to which the customer shapes the business and how this has improved overall results.

2025 Shortlisted Finalists:

  • Geberit
  • LilaConnect
  • Registry Trust
  • Wolferstans LLP
  • MacGregor and MacDuff
  • Carmoola
  • Cartidge People
  • Gaggia UK
  • Castles Technology
  • ASET International Energy Training Academy

This award is open to any individual who has undertaken professional qualifications and training to enhance their skills in customer service, and who has gone on to excel in their role to make a significant difference for customers and/or the organisation. Judges will require evidence of qualifications, training, career enhancement, communication, and leadership in customer service. Entrants can be nominated by their peers, colleagues, or managers.

2025 Shortlisted Finalists:

  • Andrew Hogan, Pharmacist- Independent Prescriber, Boots
  • Emily Brooks, Geodata Customer Service Team Leader, Landmark Information Group
  • Sam Myatt, Head of Operations, K5 Communications
  • Sophie Chujor, Customer Care Team Lead, Prima
  • Emma Taylor, Knowledge Management Business Partner, Jersey Electricity
  • Harrison Davies, Customer Service Representative, Diligenta

This award is open to any organisation that prides itself on the excellence of its customer service and can indicate it enjoys ‘trusted status’ by its customers due to the quality of the service it provides. Candidates will need to present an overview of how quality service is identified and how it is delivered within the organisation. The judges will seek the evidence of statistical support from customer satisfaction surveys and/or customer endorsements.

2025 Shortlisted Finalists:

  • AJ Bell
  • BT
  • Correla
  • Legal & General – Workplace Operations
  • John Lewis Partnership
  • Customersure
  • VoucherCodes
  • Newbury Building Society
  • Laithwaites
  • Diligenta

This award is open to any organisation that has introduced a sustainability initiative which has had a demonstrable impact on CX. The strategy should show evidence of positive outcomes for the business, the customer, and the environment. Judges will require evidence of successful outcomes for customers, a coherent internal/external communication strategy, with clear evidence of positive outcomes.

2025 Shortlisted Finalists:

  • Water Plus
  • Pension Protection Fund
  • Boots

This award is open to any organisation that has made an investment to improve customer outcomes which has turned beneficial to the business. The examples of the investment may include improving processes, reducing costs, providing better training, employing more staff. Judges will look for evidence of measurable return on investment applied specifically to the activity which the investment enabled.

2025 Shortlisted Finalists:

  • Legal & General – Workplace Operations
  • Boots
  • Hyundai Europe & Kantar
  • Prima
  • Acacium Group
  • Futures Housing Group

Best Customer Experience

Customer Feedback Strategy

Customer Satisfaction Innovation

Best Use of Customer Insight

Best Customer Satisfaction Strategy

Best Application of Technology

This award, sponsored by ABa Quality Monitoring, is open to any organisation that has developed and implemented a customer experience strategy which has improved business performance. Key indicators that judges will consider is the extent to which the strategy has been coherently and effectively rolled out; how the customer experience is measured across all aspects of the customer relationship; what effect the customer experience strategy has had on customers and the impact it has had on business performance overall.

2025 Shortlisted Finalists:

  • Openreach
  • Personal Group
  • Aura Life
  • Amey (Group Shared Service)
  • Pension Insurance Corporation
  • Waitrose & Partners
  • Cirencester Friendly Society – Claims Team
  • NatWest Group (Premier Banking)
  • Aldi UK
  • first direct

This award, sponsored by Ipsos, is open to any organisation that has a customer feedback strategy that has led to an improvement in customer satisfaction and performance. Key indicators are how easy the organisation makes it for customers to provide the feedback, and how the organisation closes the feedback loop. Entrants need to demonstrate a clear commitment to feedback and customer engagement, to help improve the service offering.

2025 Shortlisted Finalists:

  • Opus Technology
  • Openreach
  • Nationwide Building Society & Kantar
  • Curo Group
  • Croda
  • Places for People
  • QES
  • Suzuki GB
  • Talkmobile
  • Weaver Vale Housing Trust

This award is open to any organisation that has instigated an innovative way of improving its satisfaction ratings. Innovation can be a product, service, software or process which enhances the overall customer experience and that has definite business benefits. Entrants will need to present new and fresh ideas that have the intention of improving satisfaction levels and a measurement system to support any improvements.

2025 Shortlisted Finalists:

  • Water Plus
  • Staffordshire County Council Customer Service/Change team
  • Octopus Energy
  • National Car Parks (NCP)
  • NatWest
  • OVO
  • Dwr Cymru Welsh Water
  • Environment Agency
  • IRIS Software Group
  • Jisc

This Award is open to any organisation that has successfully used customer insight in an innovative way to gain competitive advantage. Entrants are required to submit information relating to strategy which drove the customer insight, as well as the expected outcomes and the actual results of this use of customer insight. Judges will look for a consistent approach to data collection together with evidence of new data analysis methods. Evidence will also be sought as to the decision-making process which led to the customer insight being used as described in the submission.

2025 Shortlisted Finalists:

  • Acacium Group
  • Ageas UK
  • NatWest
  • Nationwide Building Society & Kantar
  • first direct
  • EE

This Award, sponsored by TLF Research, is open to any that has developed a strategy that has measurably improved its customer satisfaction rating. Entrants should have a clear strategic plan designed to leave a legacy, after implementation, of a new relationship between the organisation and its customers. The judges will look for evidence of improvement and an insight into the decision-making process which led to the strategy being developed.

2025 Shortlisted Finalists:

  • Talkmobile
  • UK Power Networks
  • Water Plus
  • OVO
  • Hull Trains
  • Opus Technology

This Award is open to any organisation that has successfully deployed technology as part of an overall strategy to improve its customer service and satisfaction offering. Technology can be new, existing, or applied in an innovative way to give competitive advantage. Judges will seek evidence of the solution that the technology has provided and how the integration of the technology is measured as successful.

2025 Shortlisted Finalists:

  • Dwr Cymru Welsh Water
  • Brightwell
  • Halfords & Kantar
  • first direct
  • HMRC
  • Jaguar Land Rover & Ipsos
  • Information Commissioner’s Office
  • ScottishPower
  • TalkTalk
  • Proximo

Customer Focus - Large Enterprise

Employee Engagement Strategy

Customer Service Strategic Leadership

Best Customer Service Partnership

Customer Service Changemaker

Customer Commitment B2B

This Award, sponsored by Concentrix, is open to any organisation that employs over 250 people and has placed the customer at the centre of its operations and strategies. Candidates will need to display a well communicated customer strategy and evidence of employee engagement in executing the strategy. Evidence will be required of the extent to which the customer shapes the business and how this has improved overall results.

2025 Shortlisted Finalists:

  • Pension Insurance Corporation
  • UK Power Networks
  • Waitrose & Partners
  • Yorkshire Water
  • Cabot Financial
  • FreeAgent
  • Anglian Water @one Alliance
  • Ageas
  • HM Passport Office
  • Laithwaites

This award is open to any organisation with an employee engagement strategy that has led to an improvement in performance and customer satisfaction. Key indicators are improved staff retention, reduced sick leave, flexible working, culture and skills. Entrants will need a cohesive engagement strategy, a comprehensive communication policy and a positive relationship between management and staff.

2025 Shortlisted Finalists:

  • UKSBS
  • Devon County Council
  • UK Power Networks
  • first direct
  • Novuna Vehicle Solutions
  • IRIS Software Group
  • Moneypenny
  • Laithwaites
  • Legal & General – Workplace Operations
  • Landmark Information Group customer Experience Team

This award, sponsored by Pension Insurance Corporation, is open to any Chairman, CEO, Board Director, Senior individual, or non-executive Director who has demonstrated exceptional leadership and vision in the field of customer strategy, serving as an inspiration to others. Judges will require evidence of vision, leadership, communication, and successful outcomes from the deployment of developed strategies. Entrants for this category can be nominated by their peers or colleagues.

2025 Shortlisted Finalists:

  • Derek Redmond, Managing Director of Engineering Services, HSB
  • Samantha Thomas, Chief Executive Officer, K5 Communications
  • Georgina McKenna, Head of Service Delivery, Opus Technology
  • Jen Clare, Service Delivery Director, Lumo
  • Nick Fogarty, Head of Service Delivery, Cabot Financial
  • Morad Benmoussa, Head of Customer Service UK, Prima

This Award, sponsored by Clarity, is open to any organisation that has successfully partnered with its customers or other organisations to research, analyse and bring to market a new product or service to provide a customer requirement and/or deliver exceptional customer service. Entrants will need to supply information relating to the strategic intent of the co- creation/collaboration, the drivers behind the decision and the expected and actual outcomes. Judges will look for a consistent communication strategy, a strategic market launch and evidence of a competitive advantage or customer solution.

2025 Shortlisted Finalists:

  • University Hospitals Sussex NHS Foundation Trust
  • Disclosure & Barring Service
  • Pension Insurance Corporation
  • Bigger Brighter Bolder
  • Electricity North West
  • National Records of Scotland
  • Market Harborough Building Society
  • first direct
  • Lowell Remediation Team

This award is open to any individual who has had a demonstrable impact on the customer service offering of an organisation over a minimum of three years. The individual should be accredited by the organisation with exceptional results reflected in their career path, have clear vision in the field of customer strategy and serve as a role model to others. Judges will require evidence of vision, career enhancement, communication, and successful outcomes from strategic input. Entrants can be nominated by their peers, colleagues, or managers.

2025 Shortlisted Finalists:

  • Jeremy Smitham, Senior Manager, Voice Services, BT Group
  • Michelle West-Wiggins, Director of Customer Experience, Cirencester Friendly Society
  • Eifion Lloyd, Senior Manager Customer Enablement & Strategy, Openreach
  • Roseanne Baxter, Director of Customer Resolution. OVO
  • Steven Glasgow, Head of Domestic Connections, Electricity North West
  • Beckie Bayliss, Customer Service Team Leader, UK Hydrographic Office

This award is open to any organisation that has differentiated itself through a well communicated customer commitment operating in the business-to-business environment. Judges will look for evidence of the execution of a customer-oriented culture showing consistent commitment to customer service excellence.

2025 Shortlisted Finalists:

  • Correla
  • Novuna Business Finance
  • WestSpring IT
  • K5 Communications
  • UK Hydrographic Office
  • Novuna Vehicle Solutions
  • Octopus Electric Vehicles
  • Croda
  • Jisc
  • UK Power Networks
Official Sponsors 2025

Interested in sponsoring our UK Customer Satisfaction Awards?

Sponsoring the UK Customer Satisfaction Awards offers numerous benefits for businesses seeking to enhance their visibility and reputation. This prestigious event, dedicated to recognising customer service excellence across various industries, provides sponsors with unparalleled exposure to a targeted audience of business leaders, decision-makers, and industry influencers.

Contact Sara Yarrow (sara.yarrow@icsmail.co.uk) for more information.

ABa Quality Monitoring LogoABa Quality Monitoring – Best Customer Experience Award

Established in 1990, we are a leading UK based Mystery Shopping and CX measurement agency with a diverse client portfolio.  We help our clients to measure, understand and improve the customer experience.  We offer all types of customer experience measurement programmes and specialise in operationally focused mystery shopping programmes that drive business improvement.

We create programmes from the ground up, building bespoke solutions that meet all stakeholder needs, with our in-house Tech Team giving us the capability, agility and innovation to adapt to an ever-evolving commercial landscape.

Concentrix logoConcentrix – Customer Focus Award, Large Enterprise

Concentrix is a global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fuelled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise, helping over 2,000 clients solve their toughest business challenges.

Whether it’s designing game-changing brand experiences, building and scaling secure AI technologies, or running digital operations that deliver global consistency with a local touch, we have it covered. At the heart of everything we do lies a commitment to transforming the way companies connect, interact, and grow.

Pension Insurance Corporation – Customer Service Strategic Leadership Award

The purpose of PIC is to pay the pensions of its current and future policyholders. PIC provides secure retirement incomes through comprehensive risk management and excellence in asset and liability management, as well as exceptional customer service.

At year end 2023, PIC had insured 339,900 members and had £46.8 bn in financial investments, accumulated through the provision of tailored pension insurance buyouts and buy-ins. PIC has made total pension payments of £13.6 bn and has invested £13 bn in the UK economy, creating considerable social value.

Ipsos – Customer Feedback Strategy

Ipsos CX are the research professionals specialising in customer experience. From tactical improvement to strategic change, Ipsos can help you achieve your CX goals.

Our expertise covers all verticals across B2B and B2C.  We offer end-to-end enterprise experience management services from our team of passionately curious experts including; research and insights, analytics, platform services, client success, project management and expert consulting.

Ultimately, success comes down to a simple truth:  You act better when you are sure.

TLF Research – Best Customer Satisfaction Strategy

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.

Clarity – Best Customer Service Partnership

Clarity makes business travel straightforward. With a Distinction ServiceMark accreditation, we help organisations get their people where they need to be, safely, efficiently, and cost-effectively.

UK-based with global capability, our 800+ experts deliver the right service at exactly the right moment, we’re the trusted provider of hassle-free travel management, meeting and event programmes for businesses everywhere.

Landmark LogoLandmark Information Group – Customer Commitment B2B

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 many markets. A customer-first approach ensures our customer needs are at the centre of our strategy and delivery, recognised in our ServiceMark accreditation for B2B customer experience.

Frequently asked questions

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 18 October 2024.

Who can enter the UK Customer Satisfaction Awards?

The UK Customer Satisfaction Awards are free to enter and open to both members and non-members.

What is the cost to submit an entry form?

Our UK Customer Satisfaction Awards are free to enter for both members and non-members.

Does my information remain confidential?

Yes, our panel of judges sign a legally-binding NDA.

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 the finalists shortlist?

Members will receive one free invitation to the awards ceremony and non-members will receive one free invitation when at least one other ticket is purchased – (limited to one maximum per organisation).

Can my team attend the Awards Ceremony?

Yes: tables (of 10) will be for sale shortly, on first come first served basis!

If successful can we issue press releases?

Absolutely! An award win is a valuable marketing asset, and writing a press release will allow you to leverage this exceptional achievement in promotional materials, social media and on your website for increased brand awareness and visibility.

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