Celebrating award-winning customer service

8th Mar 2017

Thirteen organisations from a variety of UK industries have been unveiled as the country’s best for customer service at the 2017 UK Customer Satisfaction Awards ceremony, held at the Hilton on Park Lane, last night.

Now in its seventh year, the annual awards ceremony celebrates UK customer service achievements across the public, private and voluntary sectors.  Run by The Institute of Customer Service, the awards have been created to showcase the organisations who place the customer experience at the heart of their business strategy and build a sustainable culture of customer service within their organisation.

Organisations from almost every sector were recognised for their achievements at the prestigious awards ceremony, which, last night, played host to more than 750 C-suite business leaders. Of the 127 shortlisted organisations and individuals, some were well-known ‘high street’ names whilst others represented small business, demonstrating that good customer service is vital to all organisations.

A total of 13 organisations and individuals were judged to have delivered the highest standards in UK customer service and were recognised for their achievements with a Customer Satisfaction Award.

Jo Causon, CEO of The Institute of Customer service says:

“Customer satisfaction is increasing, but there is no room for complacency as customer demands continuously evolve.

The key to success is for organisations to create a seamless experience for their customers, one which provides continuity in an increasingly disrupted world because the by focusing on their overall experience, customers will be more likely to remain loyal and make positive recommendations.

Those organisations recognised by the Customer Satisfaction Awards have gone above and beyond to achieve outstanding service, and offer a standard for companies and individuals across the UK to aim for over the coming year. I would like to congratulate every one of our winners – and all those who were shortlisted – and commend the excellent experience they are offering to their customers.”

The winners were:

Morrison Utility Services Customer Focus Award – SME

TLF Research Best Return on Customer Service Investment

Customer Focus Award - Large Enterprise
Mitie Client Services

Customer Satisfaction Innovation Award
Claims Consortium Group

Quality Service Provider of the Year Award
Pension Insurance Corporation

The NEC Customer Feedback Strategy Award
Cabot Credit Management

Hitachi Capital (UK) Best Customer Service Co-Creation/Collaboration Award
Legal & General Retail Investments

Callcredit Employee Engagement Strategy Award
Carillion Customer Experience Centre

Grass Roots Best Use of Customer Insight Award
Virgin Money

InMoment Customer Commitment Award

Rant & Rave
Best Customer Satisfaction Strategy Award
Hitachi Capital Consumer Finance

Auto Windscreens Customer Service Strategic Leadership Award
Kathryn O’Brien, Customer Experience Director – TransPennine Express

VocaLink Best Application of Technology Award
Nationwide Building Society

The ABa Quality Monitoring
Best Customer Experience Award
Pension Protection Fund



Notes to editors

For further information please contact:
Ellie Scott or Bethan Davies

E: [email protected]

T: 0207 010 0831 (Ellie) or 0207 010 851 (Bethan)

About The Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members - from the private, public and third sectors – and over 3,000 individual memberships.  For more information about The Institute of Customer Service go to www.instituteofcustomerservice.com

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