Winners celebrated at UK Customer Satisfaction Awards for excellence in service



Ocado Retail, Boots, and Specsavers were among the winners at this weeks UK Customer Satisfaction Awards, which celebrated the UK’s best-in-class for customer service.

The event marked the 14th installment of the awards, held annually to recognize the customer service achievements of businesses and individuals across all sectors. Organised by the Institute of Customer Service, the awards commend those businesses that place customer service at the core of their operations.

Jo Causon, CEO of The Institute of Customer Service, commented, “UK businesses have demonstrated significant resilience and adaptability amidst recent economic challenges. It’s heartening to see these organizations acknowledge service as a fundamental component of their strategy and culture.

Effective customer service underpins profitable business, with the best performers distinguishing themselves by understanding their customers, earning their trust, and excelling in first-time resolution. Congratulations to all winners and finalists of this year’s Customer Satisfaction Awards, whose commitment to service excellence deserves celebration.”

This year, 750 attendees gathered at London’s Hilton on Park Lane to support the 106 finalists acknowledged for their customer service excellence at the UK’s most prestigious awards in this field. These finalists represented a diverse range of sizes and sectors, showcasing service dedication across the UK economy. Of these, 18 organisations were recognised for exceptional service standards and received a Customer Satisfaction Award.

The winners include:

Best in UK UKCSI Award: Ocado Retail
Landmark Information Group Sustainable Customer Service Award: Novuna Vehicle Solutions
Customer Service Changemaker Award: Peter Sanderson, Head of Operations – Retail Protection, Zurich Assurance
Customer Service Professional: Lauren Franklin, Pharmacy Technician, Boots UK
Customer Focus Award, SME: Registry Trust
Best Return on Customer Service Investment Award: Specsavers
Paragon Customer Communications Best Application of Technology Award: Octopus Energy
Trusted Quality Provider Award: Pension Insurance Corporation
Proinsight Best Use of Customer Insight Award: Virgin Atlantic + Kantar
Best Customer Service Partnership Award: Sky & Openreach
TLF Research Customer Satisfaction Strategy Award: Knight Frank
Freshworks Customer Commitment Award – Business-to-Business: Hydraulics Online
Customer Commitment Award – Business-to-Consumer: Cabot Financial
Employee Engagement Strategy Award: OVO
Pension Insurance Corporation Customer Satisfaction Innovation Award: AXA Health + Ipsos
Ipsos Customer Feedback Strategy Award: Dulux Decorator Centre
ABa Quality Monitoring Best Customer Experience Award: Ageas UK
Kantar Customer Focus Award – Large Enterprise: British Gas Services & Solutions – Customer Fulfilment
Customer Service Strategic Leadership Award: Chris Herbert, Director of Service Delivery – Customer Service, Openreach


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