Good customer service produces winning results

2nd Mar 2016

More than one hundred shortlisted organisations and individuals were shortlisted for their achievements, with 15 fifteen unveiled as winners at 2016 Customer Satisfaction Awards ceremony, held at the Hilton Park Lane, last night.

Now in its sixth 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 took the plaudits at the prestigious awards ceremony, which, last night, played host to more than 800 C-suite business leaders. Of the 112 shortlisted organisations and individuals, some were well-known ‘high street’ names whilst others were smaller organisations or ‘behind the scenes’ suppliers, demonstrating that good customer service is vital to all organisations.

A total of 15 organisations and individuals were judged to have delivered the highest standards in UK customer service and were honoured by The Institute for their achievements with a Customer Satisfaction Award.

Jo Causon, CEO of The Institute of Customer service says: “We would like to thank everyone who attended the awards and applaud the shortlisted companies for their efforts.  As the awards grow, it is becoming more difficult to select the winners from organisations that are demonstrating such excellence in the field of customer service.  By winning awards, these organisations should be commended for delivering a great customer experience as they are now setting the standards that others should follow.”

The winners were:

UK Customer Satisfaction Index - Most Improved

UK Customer Satisfaction Index - Best in the UK

Grass Roots Best Use of Customer Insight
Direct Line Group

Morrison Utility Services Customer Focus Award, SME

Capita Customer Satisfaction Innovation of the Year Award
Virgin Money

VocaLink Best Application of Technology Award
Cofely Workplace & North Tyneside Council

Northern Gas Networks Quality Service Provider of the Year
Just Retirement Group

Best Customer Satisfaction Strategy Award
Auto Windscreens

NEC Customer Feedback Strategy Award
Scottish Water

TLF Research Best Return on Customer Service Investment Award

Best Customer Service Co-Creation/Collaboration Award

InMoment Customer Commitment Award
Osborne Property Services

Objective HR Employee Engagement Strategy Award

ABa Quality Monitoring Customer Focus Award, Large Enterprise
Berkley Group

Auto Windscreens Customer Service Strategic Leadership Award
Fiona Templeton, Customer Experience Manager, Scottish Water


Notes to editors

For further information please contact:

Nathan Field / Michael Creane / Tom Ingoldby (Chameleon PR)
E: [email protected]  
T:  020 7680 5500

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 4,000 individual memberships.  For more information about the Institute of Customer Service go to

About the UK Customer Satisfaction Awards
Entry to the UK Customer Satisfaction Awards is free and there are eleven award categories. Award submissions are scored against pre-set criteria by a panel of industry experts.  Two UKCSI Awards are presented to organisations who perform well in the Institute’s UK Customer Satisfaction Index.  The UK Customer Satisfaction Index (UKCSI) is the national measure of customer satisfaction, published by the Institute of Customer Service. The Institute launched the UKCSI in 2007 and publishes it every 6 months.

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