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Extract from Customer Focus Magazine: Issue 29 (May/June 2020)

As those who regularly attend our Annual Conference will all know, this special get together of members, plus those of the wider service industry, is a fantastic opportunity to meet new contacts, learn best practice, and debate new challenges ahead. And who could have possibly foreseen, that had it been scheduled for just a few weeks later, we would all be in lockdown, and it wouldn’t have happened at all?

It’s why we feel this year’s event was – in hindsight – extra-special. It’s vital we help reinforce the service profession’s positive impact on business results and ensure that customer service remains a strong topic of discussion in boardrooms up and down the country. The series of keynotes which make up the packed day was designed to maximise the value of time spent out of the office for senior execs – and early feedback shows you enjoyed the content immensely. Over the past decade, the Annual Conference has seen its feedback scores continuously rise – due in no small part we believe, to applying the feedback findings into planning for the next conference. This year’s feedback scores were the highest on record!

It’s clear to see why you all keep coming back. Each year we attract the best decision makers, influencers and business leaders from some of the UK’s most iconic brands – all giving their learnings. We also hear from the new disruptors, who are all keeping established brands on their toes. And let’s not forget, the day provides networking opportunities aplenty.

Awards galore

For some, the highlight of the Annual Conference is The UK Customer Satisfaction Awards, held in the evening. This prestigious event takes place at the same venue, which is transformed into an unrecognisable space, fit for the celebration of the industry’s brightest stars. The impressive list of finalists showcasing their service excellence is a ‘Who’s Who’ of organisations from across the UK.

The UK Customer Service Awards has 15 categories, highlighting different service disciplines. Each year it serves as a business benchmark supporting many of those who undergo some of The Institute’s customer service training and national accreditations.

The awards are open to members and non-members, highlighting the best-of-the-best in each category. And we’ve got no reason to take our foot off the pedal. Find out about our next Annual Conference and UK Customer Satisfaction Awards.

Winners of UK Customer Satisfaction Awards 2020 are:

The UK Customer Satisfaction Index Awards
Most Improved – Awarded to Sports Direct

Best in UK – Awarded to John Lewis & Partners
Decade of Excellence – Awarded to Amazon

Customer Service Changemaker Award
Jessica Collinge, Head of Customer Experience Strategy, Yorkshire Water

Morrison Utility Services Customer Focus Award – SME
Union Street Technologies

TLF Research Best Return on Customer Service Investment Award
Liaison Group

Coveo Best Application of Technology Award
Electricity North West

Quality Service Provider Award
Laithwaite’s Wine

Kantar Best Use of Customer Insight Award
Disclosure and Barring Service

Majorel Best Customer Service Co-Creation Collaboration Award
Her Majesty’s Passport Office

Upland Rant & Rave Best Customer Satisfaction Strategy
Morrison Utility Services

Salesforce Customer Commitment Award
Newbury Building Society

Cabot Credit Management Employee Engagement Strategy Award
Axis Group Integrated Services

Pension Insurance Corporation Customer Satisfaction Innovation Award
South Staffs Water & Echo Managed Services

Customer Feedback Strategy Award

ABa Quality Monitoring Best Customer Experience Award
Dwr Cymru Welsh Water

Customer Focus Award – Large Enterprise
The Crown Estate

Customer Service Strategic Leadership Award
Stuart Jones, Customer Service Director, Amey


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