Customer Service Excellence Award
Recognising organisations delivering outstanding customer experiences through exceptional service and support
About this category
This category recognises an organisation delivering outstanding customer experiences. It celebrates businesses that put customers first at every stage, and whose service turns customers into loyal advocates.
The winner will show consistently excellent service, a culture where every team member owns the customer experience, and measurable results in satisfaction and loyalty.
Eligibility
Open to UK-based organisations of any size and sector, with achievements within the last 12 to 24 months. Self-nominations and third-party nominations are both welcome.
Judging criteria
Entries will be judged on the quality and consistency of customer service, measurable customer outcomes, how feedback is used to improve, team training and empowerment, and innovation in the customer experience.
Qualitative criteria
- Customer-first culture
- Empowerment of front-line teams
- Handling of complaints and recovery
- Personal touches that customers remember
- Continuous improvement from feedback
Metrics
- Customer satisfaction or Net Promoter Scores
- Customer retention and repeat business
- Review ratings
- Complaint resolution times
- Referral rates
Additional criteria
- Submissions should include customer feedback and reviews
- Service metrics and examples of service going above and beyond
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