UK Customer Satisfaction Awards

This award is open to any organisation that has differentiated itself through a well-communicated customer commitment strategy operating in the business-to-consumer environment. Judges looked for evidence of the execution of a customer-oriented culture showing a consistent commitment to customer service excellence.

2025 Shortlisted Finalists: 

• Unum
• Registry Trust
• Pension Insurance Corporation
• Aegon
• FlyAffinity
• John Lewis Partnership

This award is open to any organisation which employs under 250 people, that has placed the customer at the centre of its operations and strategies. Candidates will need to display a well communicated customer strategy and evidence of employee engagement in executing the strategy. Evidence will be required of the extent to which the customer shapes the business and how this has improved overall results.

2025 Shortlisted Finalists:

• Geberit
• LilaConnect
• Registry Trust
• Wolferstans LLP
• MacGregor and MacDuff
• Carmoola
• Cartidge People
• Gaggia UK
• Castles Technology
• ASET International Energy Training Academy

This award is open to any individual who has undertaken professional qualifications and training to enhance their skills in customer service, and who has gone on to excel in their role to make a significant difference for customers and/or the organisation. Judges will require evidence of qualifications, training, career enhancement, communication, and leadership in customer service. Entrants can be nominated by their peers, colleagues, or managers.

2025 Shortlisted Finalists:

• Andrew Hogan, Pharmacist- Independent Prescriber, Boots
• Emily Brooks, Geodata Customer Service Team Leader, Landmark Information Group
• Sam Myatt, Head of Operations, K5 Communications
• Sophie Chujor, Customer Care Team Lead, Prima
• Emma Taylor, Knowledge Management Business Partner, Jersey Electricity
• Harrison Davies, Customer Service Representative, Diligenta

This award is open to any organisation that prides itself on the excellence of its customer service and can indicate it enjoys ‘trusted status’ by its customers due to the quality of the service it provides. Candidates will need to present an overview of how quality service is identified and how it is delivered within the organisation. The judges will seek the evidence of statistical support from customer satisfaction surveys and/or customer endorsements.

2025 Shortlisted Finalists:

• AJ Bell
• BT
• Correla
• Legal & General – Workplace Operations
• John Lewis Partnership
• Customersure
• VoucherCodes
• Newbury Building Society
• Laithwaites
• Diligenta

This award is open to any organisation that has introduced a sustainability initiative which has had a demonstrable impact on CX. The strategy should show evidence of positive outcomes for the business, the customer, and the environment. Judges will require evidence of successful outcomes for customers, a coherent internal/external communication strategy, with clear evidence of positive outcomes.

2025 Shortlisted Finalists:

• Water Plus
• Pension Protection Fund
• Boots

This award is open to any organisation that has made an investment to improve customer outcomes which has turned beneficial to the business. The examples of the investment may include improving processes, reducing costs, providing better training, employing more staff. Judges will look for evidence of measurable return on investment applied specifically to the activity which the investment enabled.

2025 Shortlisted Finalists:

• Legal & General – Workplace Operations
• Boots
• Hyundai Europe & Kantar
• Prima
• Acacium Group
• Futures Housing Group

This award, sponsored by ABa Quality Monitoring, is open to any organisation that has developed and implemented a customer experience strategy which has improved business performance. Key indicators that judges will consider is the extent to which the strategy has been coherently and effectively rolled out; how the customer experience is measured across all aspects of the customer relationship; what effect the customer experience strategy has had on customers and the impact it has had on business performance overall.

2025 Shortlisted Finalists:

• Openreach
• Personal Group
• Aura Life
• Amey (Group Shared Service)
• Pension Insurance Corporation
• Waitrose & Partners
• Cirencester Friendly Society – Claims Team
• NatWest Group (Premier Banking)
• Aldi UK
• first direct

This award, sponsored by Ipsos, is open to any organisation that has a customer feedback strategy that has led to an improvement in customer satisfaction and performance. Key indicators are how easy the organisation makes it for customers to provide the feedback, and how the organisation closes the feedback loop. Entrants need to demonstrate a clear commitment to feedback and customer engagement, to help improve the service offering.

2025 Shortlisted Finalists:

• Opus Technology
• Openreach
• Nationwide Building Society & Kantar
• Curo Group
• Croda
• Places for People
• QES
• Suzuki GB
• Talkmobile
• Weaver Vale Housing Trust

This award is open to any organisation that has instigated an innovative way of improving its satisfaction ratings. Innovation can be a product, service, software or process which enhances the overall customer experience and that has definite business benefits. Entrants will need to present new and fresh ideas that have the intention of improving satisfaction levels and a measurement system to support any improvements.

2025 Shortlisted Finalists:

• Water Plus
• Staffordshire County Council Customer Service/Change team
• Octopus Energy
• National Car Parks (NCP)
• NatWest
• OVO
• Dwr Cymru Welsh Water
• Environment Agency
• IRIS Software Group
• Jisc

This Award is open to any organisation that has successfully used customer insight in an innovative way to gain competitive advantage. Entrants are required to submit information relating to strategy which drove the customer insight, as well as the expected outcomes and the actual results of this use of customer insight. Judges will look for a consistent approach to data collection together with evidence of new data analysis methods. Evidence will also be sought as to the decision-making process which led to the customer insight being used as described in the submission.

2025 Shortlisted Finalists:

• Acacium Group
• Ageas UK
• NatWest
• Nationwide Building Society & Kantar
• first direct
• EE

This Award, sponsored by TLF Research, is open to any that has developed a strategy that has measurably improved its customer satisfaction rating. Entrants should have a clear strategic plan designed to leave a legacy, after implementation, of a new relationship between the organisation and its customers. The judges will look for evidence of improvement and an insight into the decision-making process which led to the strategy being developed.

2025 Shortlisted Finalists:

• Talkmobile
• UK Power Networks
• Water Plus
• OVO
• Hull Trains
• Opus Technology

This Award is open to any organisation that has successfully deployed technology as part of an overall strategy to improve its customer service and satisfaction offering. Technology can be new, existing, or applied in an innovative way to give competitive advantage. Judges will seek evidence of the solution that the technology has provided and how the integration of the technology is measured as successful.

2025 Shortlisted Finalists:

• Dwr Cymru Welsh Water
• Brightwell
• Halfords & Kantar
• first direct
• HMRC
• Jaguar Land Rover & Ipsos
• Information Commissioner’s Office
• ScottishPower
• TalkTalk
• Proximo

This Award, sponsored by Concentrix, is open to any organisation that employs over 250 people and has placed the customer at the centre of its operations and strategies. Candidates will need to display a well communicated customer strategy and evidence of employee engagement in executing the strategy. Evidence will be required of the extent to which the customer shapes the business and how this has improved overall results.

2025 Shortlisted Finalists:

• Pension Insurance Corporation
• UK Power Networks
• Waitrose & Partners
• Yorkshire Water
• Cabot Financial
• FreeAgent
• Anglian Water @one Alliance
• Ageas
• HM Passport Office
• Laithwaites

This award is open to any organisation with an employee engagement strategy that has led to an improvement in performance and customer satisfaction. Key indicators are improved staff retention, reduced sick leave, flexible working, culture and skills. Entrants will need a cohesive engagement strategy, a comprehensive communication policy and a positive relationship between management and staff.

2025 Shortlisted Finalists:

• UKSBS
• Devon County Council
• UK Power Networks
• first direct
• Novuna Vehicle Solutions
• IRIS Software Group
• Moneypenny
• Laithwaites
• Legal & General – Workplace Operations
• Landmark Information Group customer Experience Team

This award, sponsored by Pension Insurance Corporation, is open to any Chairman, CEO, Board Director, Senior individual, or non-executive Director who has demonstrated exceptional leadership and vision in the field of customer strategy, serving as an inspiration to others. Judges will require evidence of vision, leadership, communication, and successful outcomes from the deployment of developed strategies. Entrants for this category can be nominated by their peers or colleagues.

2025 Shortlisted Finalists:

• Derek Redmond, Managing Director of Engineering Services, HSB
• Samantha Thomas, Chief Executive Officer, K5 Communications
• Georgina McKenna, Head of Service Delivery, Opus Technology
• Jen Clare, Service Delivery Director, Lumo
• Nick Fogarty, Head of Service Delivery, Cabot Financial
• Morad Benmoussa, Head of Customer Service UK, Prima

This Award, sponsored by Clarity, is open to any organisation that has successfully partnered with its customers or other organisations to research, analyse and bring to market a new product or service to provide a customer requirement and/or deliver exceptional customer service. Entrants will need to supply information relating to the strategic intent of the co- creation/collaboration, the drivers behind the decision and the expected and actual outcomes. Judges will look for a consistent communication strategy, a strategic market launch and evidence of a competitive advantage or customer solution.

2025 Shortlisted Finalists:

• University Hospitals Sussex NHS Foundation Trust
• Disclosure & Barring Service
• Pension Insurance Corporation
• Bigger Brighter Bolder
• Electricity North West
• National Records of Scotland
• Market Harborough Building Society
• first direct
• Lowell Remediation Team

This award is open to any individual who has had a demonstrable impact on the customer service offering of an organisation over a minimum of three years. The individual should be accredited by the organisation with exceptional results reflected in their career path, have clear vision in the field of customer strategy and serve as a role model to others. Judges will require evidence of vision, career enhancement, communication, and successful outcomes from strategic input. Entrants can be nominated by their peers, colleagues, or managers.

2025 Shortlisted Finalists:

• Jeremy Smitham, Senior Manager, Voice Services, BT Group
• Michelle West-Wiggins, Director of Customer Experience, Cirencester Friendly Society
• Eifion Lloyd, Senior Manager Customer Enablement & Strategy, Openreach
• Roseanne Baxter, Director of Customer Resolution. OVO
• Steven Glasgow, Head of Domestic Connections, Electricity North West
• Beckie Bayliss, Customer Service Team Leader, UK Hydrographic Office

This award is open to any organisation that has differentiated itself through a well communicated customer commitment operating in the business-to-business environment. Judges will look for evidence of the execution of a customer-oriented culture showing consistent commitment to customer service excellence.

2025 Shortlisted Finalists:

• Correla
• Novuna Business Finance
• WestSpring IT
• K5 Communications
• UK Hydrographic Office
• Novuna Vehicle Solutions
• Octopus Electric Vehicles
• Croda
• Jisc
• UK Power Networks