The winner of the Customer Excellence Award at the EADT Business Awards 2024 will go to a business that exemplifies outstanding customer service. Jonathan Denby, head of corporate affairs at award sponsor Greater Anglia, tells us what he’s looking for in the winner.
Why were you keen to get involved in the Business Awards?
Excellent customer service is integral to the success of any business.
Greater Anglia is no exception, which is why we have prioritised raising customer service standards throughout the 11 years we have operated rail services in East Anglia, and in the plans, commitments and upgrades we have delivered - including new trains added to the service.
We are therefore proud to be sponsoring the Customer Excellence award, which celebrates the best of customer service across Suffolk businesses, as well as highlighting best practice.
What do you bring to the judging process?
I have been involved in many aspects of the customer service improvements we have made at Greater Anglia, and numerous projects delivered by predecessor operators in the region.
I have also been a judge of these awards, for the many years that we have sponsored the award. My previous experiences have always been very positive and fascinating.
Have you ever been judged for an award yourself, if so, how will you use that experience?
I have often been on the other side of the process as an applicant to rail industry and other customer service award schemes.
That experience is valuable when you want to be a judge yourself.
What advice would you give to a business that’s considering entering?
Submissions should illustrate how employees across the organisation are consistently doing their best for customers and seeking to continuously improve their performance.
From product development to service delivery to the handling of service problems, every aspect of the customer experience drives customer loyalty and better commercial performance, so entries should outline the business’ overall customer service strategy.
The deadline for entries to the EADT Business Awards 2024 is March 17. To find out about all the categories and enter the awards, please visit eadtbusinessawards.co.uk
Award criteria
The judges of the Customer Excellence Award will be looking for a business that shows a clear focus and understanding of its customers’ needs.
Entries should include evidence of customer-driven initiatives designed to raise service standards and satisfaction.
The winner will be able to demonstrate how it exemplifies outstanding customer service consistently delivered at the highest level by a customer-focused individual or team.
To find out more about all of this year's categories, please click here.
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