The Categories

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This year we have 20 categories aimed at organisations who want to shape the future of complaint handling and increase their engagement, reputation, and turnover. Entries can be from individuals and/or organisations, as well as those companies who have partnered with other businesses to achieve their goals. The categories cover many areas of complaint handling to ensure that SMEs, large corporations and individuals can all benefit from the recognition the awards bring. There is no limit to the number of categories any one person or organisation can enter.

Artificial Intelligence

Emerging use of A.I, for example, in online chat operated by robots not humans. Replicating a human to human interaction with either a robot or black box to human experience.


Innovation in Complaint Management

Developing or introducing new products and services based on customer insights to improve the complaint management process.


Complaint Management Process B2C

Implementing a structured and efficient complaint handling process based on customer feedback; ensuring timely acknowledgement, an efficient process towards resolution, and a final outcome that benefits everyone in a Business to Consumer environment.


Complaint management process B2B

Implementing a structured and efficient complaint handling process based on customer feedback; ensuring timely acknowledgement, an efficient process towards resolution, and a final outcome that benefits everyone in a Business to Business environment.


Utilising consumer reviews

The use of one or more in-house or 3rd party consumer review technology to improve upon current complaint handling strategies and develop long-term customer relationships through a deep understanding of good and bad reviews.


Most Improved Complaint Handling

An individual or company showing a marked transformation in implementing or improving their complaint handling methods, and can show the impact this has had on both clients and business.


Pro-Active Complaint Handling

Continually taking action to improve the customer’s experience and outcome, and anticipate the customer’s current and future needs.


Customer Insight Strategy

Creating and developing effective solutions to your customer’s needs by analysing their buying behaviour, experiences with you, and their beliefs or needs throughout many channels.


Customer Relations & Remediation

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Compensation or not? What actions are necessary in a setting where some form of compensation may be required. How to make this work? How to get it right?


Customers as Brand Advocates

Companies who have created and nurtured loyal customers through excellent service, and have been able to utilise their personal recommendation and support to win more business.


Most Efficient Complaint Handling

Demonstrating a customer-focused system that is visible and accessible, with complaints handled objectively and fairly with an effective remedy provided.


Best Outsourced Complaint Handling

Partnering with an external company to handle complaints in a professional and independent way that maintains company high standards and ensures a positive outcome for all parties.


Best Complaint Handling Training

The use of internal or external training to support staff and enable them to gain the skills and knowledge required to implement a robust complaint handling process.


Best use of Customers Insight & Feedback

The best or most innovative way customer feedback has been gathered and collated, and how this information has been used to improve or change the customer experience.


Product & Service Improvement

Using insights from the customer to identify issues, possibilities for development, and deliver an exceptional upgrade to the quality of a product or service.


Best Complaint Handler

A frontline operator who satisfies customer and organisation needs and makes a great individual contribution to the team.


Complaints professional

A manager or independent business consultant who demonstrates professional standards.


Complaint handling leader

Many organisations specialise in complaint management services. Their leaders will be recognised outstanding leaders to their organisations and their sectors.


Best Complaint Handling Team of the Year

The best group of complaint handling heroes who work consistently to raise standards and provide an outstanding customer service.


Overall Winner

The best overall will be the entry from the main categories (not people categories) with the highest score.