Direct Response has become the finalist every year that we have entered into the
awards, as well as winning the most improved entrant.
Direct Response was recognised with the highest score for leadership and engaging
people out of all of the entrants (entrants included first direct, Abbey National,
It is all too easy to quote how good a company is by quoting service level agreements
and performance against this. This is all very important; however, customer experience
has to be the cornerstone of service excellence.
Wherever you go in the business world, everybody at least nods in the direction
of customer service. Yet customer service is continually developing, so that what
was acceptable just a few years ago will not do now.
Increasingly, companies cannot differentiate through their products or services,
yet even customer relationship management is not the issue. What is important is
the customer relationship experience, and a willingness to learn from experience
and from others.
In keeping with this, Unisys andManagement Today magazine joined forces in 1996 to co-sponsor
the Service Excellence Awards with two key objectives:
To recognise those organisations that excel at serving customers
To provide feedback and share good practices enabling entrants to improve their
There are plenty of business awards around. But when the ceremonies are over and
the gongs have been handed out, what do they all actually mean in pure business
terms? Do they deliver value to you as an entrant by helping your organisation to
learn and grow? We’d say not enough.
Now in their tenth year, our awards measure organisational performance
against a rigorous model of customer-focused service excellence best practice; a
model that examines all aspects of a business - from customers, processes and employees,
to leadership, culture and agility. More details about the Service
More than 950 organisations have now been assessed against this model, with overall
winners including TNT Express Services, London Borough of Bromley, Nationwide Building
Society and Happy Computers.
The overall award went to first direct, one of the UK's leading direct banking