EFQM | Primary Partner

Excellence In Customer Experience Award 2019

Excellence in Customer Experience Award


Have you introduced some positive changes within your organisation which have resulted in an enhanced and improved customer experience? Do you want to share this success with others? Do you consider what you have done as an example of excellence?

Applicants must support their example of ‘excellence’ by showing related business benefits and improved customer satisfaction ratings, for example.

Why apply?

Be recognised as a premium, award-winning customer experience provider while gaining external recognition for the hard work and success achieved by you and your team.

  • Promote your business and showcase your achievements.
  • Boost your workplace morale by recognising your employees for their contributions.
  • Establish credibility among customers with award-winning CX services.
  • Attract new clients through PR exposure.

How to apply?

Entry is simple – by completion of an online application form and submission of supporting evidence.

Application Criteria

Judges will be looking to learn about what you consider as excellence in the way that a customer focused project has been both planned and implemented. They will want to know how you can demonstrate that excellence through best practice approaches with supporting results.

£300 + VAT

per entry

£500 + VAT

per entry

£150 + VAT

per entry

Dates for your diary

Entries close

21 December 2018

Judging begins

January 2019

Shortlist will be announced

February 2019

Ceremony night

16 May 2019

2018 Award Winner

Chiltern Railways presented a major project providing a new railway route to Oxford via Bicester Village and it’s impact on customer experience. Judges felt it was honest, natural and strong.  The overall project has been significant, providing major benefits to both commuters using the route and visitors to Bicester Village by rail.

Award Judges

Ross Irvine

Senior Product, Customer and Conformance Manager, Business Banking, at Barclays UK

Profile Pic ross

“Over the past 7 years, I’ve worked in a variety of roles within Financial Services, all centred on Customer Experience and process improvement. From looking after Customer Experience across Barclays’ European retail business to working on key parts of the complaints and PPI process within the Group, I now look after all elements of customer experience and journey improvement within Business Banking Lending.

I’ve worked with the BQF for a number of years and am an accredited EFQM Assessor. I’ve been involved in many successful Excellence Award entries previously, so to be able to see things from the opposite perspective is something I’m really looking forward to!”

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“I’ve long been involved in much of the BQF’s work and continue to be an advocate of what you do. The chance to be involved in the judging process will allow me to sit on the other side of the table for a change and further champion best-in-class companies.”

Matthew Grant

Formerly Head of Business Process Improvement, at Northumbrian Water Limited

Matthew Grant

“Excellence in customer service is something which Northumbrian Water (NW) has been striving towards for many years, culminating in the company being placed first in the customer satisfaction rankings published by Ofwat in 16/17.   The primary driver for business change at NW in the last decade has been to deliver excellent customer service.

During my career at (NW) I worked for the last 15 years in senior business change roles. My change experience included leading several business change programmes which delivered improved customer service, as well as efficiencies and culture change.

I developed the LITE (Leading improvements through employees) approach to “end to end” process improvement which combined use of lean techniques with a high level of customer and employee engagement, achieving management ownership and customer and employee buy in to improvements.”

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“I led “end to end” LITE process reviews for the new service connections and sewer flooding processes which delivered significant improvements in customer service, helping NW to achieve the top customer experience score for waste water customers in the water industry.

Given this focus on customer service, and my personal experience of helping to improve the way NW serves its customers, I was delighted to be asked to be a member of the jury for the excellence in customer service award.  I feel my experience will help me to add value to both the jury discussions and to the dialogue with the finalists during their presentations to the jury.”

João Pola

Chief Executive Officer at Signify


“I am the UK&I CEO for Signify (formerly Philips Lighting), a position I have held since October 2017 having joined the senior leadership team early that year. Signify is the world leader in lighting for professionals, consumers and lighting for the Internet of Things. Headquartered in Eindhoven and Amsterdam it reached global sales of €7bn in 2017, and employs around 32,000 employees in over 70 countries.

Before joining Philips Lighting, I spent almost 15 years working internationally for Schneider Electric in various General Management, strategy, marketing & sales management and R&D roles.

During my tenure at Schneider, I led global product launches, drove new partnerships in India, and created a new manufacturing scheme for electrical distribution products in South America. I have a range of experience acquired working at both market and corporate levels in France, Spain and the UK&I.”

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“I am a Portuguese national and fluent in four languages., and hold an MBA from IESE Business School and Electrotechnical Engineering Degree from ISEL- Lisbon Polytechnic Institute.

I am passionate about the customer experience and at Signify this drives everything we do. This is a unique opportunity for diverse organisations in the industry to showcase best in class examples, share best practice and recognise excellence.”

Awards FAQs

Can I nominate more than one person for this award?

Yes, you can enter as many individuals as you like for this Leadership Award.

Can I nominate myself for this award?

Individuals cannot apply themselves but should be nominated by a reporting line manager/Head of/Director or previous employer.  The nomination should be endorsed by an additional peer, stakeholder or client.

When is entry deadline?

Entry deadlines for the Innovation, Lean Six Sigma and Leadership awards are all on the 31st of October.

Awards Ceremony

The 2019 awards ceremony is taking place at The Royal Lancaster Hotel, London – Hyde Park’s proud mid-century architectural icon.

2018 Winners

Find out more about the 2018 winners, sponsors and host, Jake Humphrey.