Major UK brands go head-to-head at the Institute of Customer Service 2013 UK Customer Satisfaction Awards

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Many of the UK’s leading brands have been announced as finalists at 2013 UK Customer Satisfaction Awards.

Finalists in the UK Customer Satisfaction Awards have acheived business success by demonstrating a high standard of commitment to delivering excellent customer service

The Awards - organised by the Institute of Customer Service - are designed to recognise and reward organisations who consistently demonstrate, and deliver excellent customer service to improve their business performance. Winners will be announced at a black tie event at the Lancaster London Hotel on 26 February 2013.

This year’s fifty three finalists come from a range of industry sectors and include organisations such as Boots, Barclays, LV =, Nationwide Building Society, Asda and EDF Energy. The Awards are open to all organisations with a UK presence in the private, public and third sectors.

Jo Causon, chief executive of the Institute of Customer Service comments: “Organisations are increasingly differentiating themselves through customer service in order to achieve sustainable business success. Finalists in the UK Customer Satisfaction Awards have achieved business success by demonstrating a consistent and high standard of commitment to delivering excellent customer service.“

ABa Quality Monitoring Customer Focus Award - Large Enterprise
Land Registry
Lloyds TSB Offshore

Best Application of Technology Award
British Gas Electrical Services
Cheshire West and Chester Council
Royal Bank of Scotland Group

Best Return on Customer Service Investment Award
EDF Energy
Nationwide Building Society
Scottish Water

Customer Feedback Strategy Award
Costa Coffee
Luminus Group
Poplar HARCA
Scottish Water

Customer Focus Award - SME
Crystal Palace Physiotherapy & Sports Injury Centre
iNet Telecoms (Voipfone)
the underfloor heating store

Customer Satisfaction Innovation of the Year Award
Brabantia UK
Co-operative Group - Food
Poplar HARCA
Skandia UK

Customer Service Leadership Award
Bausch + Lomb: Dave Exall, vice president IT and customer services EMEA
Bottomline Technologies: David Jewell, business development director
Coloplast: Vince Quarizzo, customer care manager
CV-Library: Nicola Collins, client response manager
Enterprise: Sharon Bamber, group service manager
Luminus Group: Dr. Chan Abraham, group chief executive

Objective HR Employee Engagement Strategy of the Year
Ageas Insurance
New Charter Housing Trust Group
Star Technology Services

Quality Service Provider of the Year
LeasePlan UK
Virgin Media Business

SITEL Customer Commitment Award
Covea Insurance
Shoosmiths LLP
SJD Accountancy
The Hornbuckle Mitchell Group

The Leadership Factor Best Customer Satisfaction Strategy Award
Bottomline Technologies
Land Registry
Scottish Water

There are two further awards based on performance in the January 2013 UK Customer Satisfaction Index (UKCSI):

  •     UKCSI Best in UK Award – for the company who achieves the highest score in the January 2103 UKCSI
  •     UKCSI Most Improved Award – for the organisation who achieves the highest improvement in the UKCSI between January 2012 and January 2013.

Notes for Editors

About the UK Customer Satisfaction Awards
The Awards were founded in 2011 and are open to organisations with a UK presence.

All Awards are open to direct entry except the UKCSI Best in UK Award and UKCSI Most Improved Award. These two Awards are based on the results of the January 2013 UK Customer Satisfaction Index (UKCSI) - published in January 2013.

UKCSI is published by the Institute of Customer service twice per year - January and July. Each survey is based on an online questionnaire that consists of 26,000 responses from a representative sample of UK adults. Customers are asked to rate organisations across various sectors on each of the factors considered most important. They are also asked about any complaints they have made and how the organisation handled them.

About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead and raise customer service performance and professionalism.
The Institute is a membership body with a community of more than 400 organisational members - from the private, public and third sectors - and around 7,000 individual memberships. Organisations who are members of the Institute of Customer Service include: Unilever, Marks & Spencer, British Gas, Birmingham City Council and the British Council.

Members benefit from a range of services including:

  •     Research and reports on the latest customer service trends and thinking, including the UK Customer Satisfaction Index (UKCSI).
  •     Benchmarking against other organisations.
  •     Diagnostic tools to identify areas for improvement by surveying customers and employees.
  •     Training and accreditation programmes for customer service professionals.
  •     Professional qualifications for individuals all stages of their career.

For more information contact: Brian Weston, marketing and communications director, Institute of Customer Service.

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