Reason for the Awards

Service levels need to be continually increased to meet customer expectation / stay competitive within the market place. There is progressively more demand for improving the customer experience, providing value for money and high availability services and at the same time increasingly less tolerance of poor service. This award is for the organisation that has, in the opinion of the judges, best identified the need for a significant service improvement and then realised the improvement in a timely and effective manner, thereby considerably increasing customer satisfaction / business gain.  

Award Criteria

The judges will be looking for:

• The submission which has given the most significant advantage balanced against the complexity, speed and challenges of the service improvement. Both internally and externally focused service improvement programmes are applicable.

Award Information

Note maximum word count

1. Describe the vision, objectives and scope of the service improvement programme or project within the context of the business. (200 words)
2. Describe the key contributions of individuals and teams involved in the programme. (500 words)
3. Describe the use of process and procedure in delivering the service improvement, particularly any new and innovative approaches that were developed and/or followed. (750 words)
4. Describe how levels of customer satisfaction were measured and the development of specific standards against which service performance was measured. (500 words)
5. Describe the tangible and softer benefits to the business as a result of the service improvement programme, the degree to which client satisfaction has been improved and the key lessons learned. (750 words)
6. Describe the business perception of the service that existed before and after the project (200 words)
7. Why should this project win this award? (200 words)

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Application forms will be sent following receipt of your registration.