Customer Care Award Sponsored by Greater Anglia

This award celebrates those businesses with a proven commitment of putting its customers first.

Judges will be looking for companies with a passion for customer care which can also demonstrate how that has also had a positive impact on the business. This award will look at those who have listened to their customers, but also gone beyond that and put into practice innovations which can demonstrate that.

Jonathan Denby, head of corporate affairs at Greater Anglia, said: “We’re passionate about delivering excellent customer service and ensuring that the railways play their full part in helping our region to be both economically prosperous and a wonderful place to live. We are therefore committed to consistently raising customer service standards over the course of our franchise to July 2014.

“We work hard to support the local economy, tourism and communities, working with Visit Norwich and Visit East Anglia, as well as sponsoring the Norfolk and Norwich Festival and providing increased support for the Bittern and Wherry Line Community Rail Partnerships. On a wider scale, we’re also at the heart of efforts to secure greater investment to deliver major upgrades for rail services in our region in the future.

“Looking ahead, our aim is to build on our positive progress, to increase service reliability further and raise customer service standards even higher. Customer satisfaction has increased, but we know passengers are looking for greater consistency and more enhancements. So the impor-
tance of customer care is something that resonates strongly with our company and explains our support for the Customer Care Award.”

Award Criteria

Judges will be looking for entries from businesses which show a clear focus on their customers’ needs, examples of customer-driven initiatives designed to raise service standards and evidence of increased customer satisfaction.

Submissions should also illustrate how employees 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 finalists will be those businesses which demonstrate how they exemplify outstanding customer service, consistently delivered at the highest level, by a customer-focused individual or team.