23rd Sep 2015
This award recognises any organisation that has made an investment in customer service and which had realised a quantifiable return on that investment. Investment could be in process re-design, strategy, training, human resource, hardware or software. Judges looked for evidence of measurable return applied specifically to the activity which the investment enabled. Judges also recognised secondary benefits (other than financial) where these were clearly indicated to be in direct relation to the investment.East Midlands Trains won the award for its approach to customer service investment which has multi-layered benefits for customers. It has delivered significant reductions in complaint handling times, increases in call answer rates and improved customer satisfaction ratings. It has also recoupled nearly all of the capital expenditure through increased sales.