The Complaints Award
The Collaboration Network Complaints Award will recognise the achievements made by Member organisations in their approach towards complaints. This includes initiatives around complaints handling, resolution and response strategies, the use of QA, outcomes & satisfaction, team structure shifts and new working models in response to covid disruption, plus more.
Information for Submissions
Am I eligible to enter this award?
To enter the Complaints Award, your organisation will need to have a membership with the Collaboration Network. If you and your organisation have a membership then you are eligible to enter and we welcome your submission.
Is there a cost to enter this award?
No, these awards are completely free to enter for Members to recognise their brilliant achievements.
How do we enter The Complaints Award?
To enter a submission for this award you will need to submit a video presentation that builds on the criteria outlined below, which will be based on a scoring system. The presentation can be up to 20 minutes in length, with one or more of your team presenting.
Do we need to submit a written submission too?
No.There is no written submission necessary, only a video presentation submission.
Can you host us to record the presentation submission?
Yes. You can either record your presentation via your own choice of platform (Zoom, Teams, etc.) and send this to us, or alternatively, we can host you to record your session via the Collaboration Network team at a time of convenience. If you would like us to organise this for you, just get in touch email@example.com.
What happens if we are shortlisted?
Shortlisted submissions will be invited to participate in a Q&A with the Judging Panel (see below) on either the 10th or 24th August. The judges will then factor the scores for each presentation alongside the information, insight and context shared via the Q&A discussions which will help determine the winner.
What are the timelines for the awards?
Award entries are open now, with the deadline for submissions being Friday 5th August 2022. Shortlisted entries will be invited to a Judges Q&A session online on 10th or 24th August.
The winners will be announced and presented with their award on 29th September at the Manchester Conference.
Great, how do we get started?
To get started, simply click below to confirm your intention to submit an entry to this award category. We can then help support you with your award submission and provide any additional guidance and support where appropriate.
Criteria for Award Submission
The Complaints Award
For your 20 minute presentation we will be scoring based on the following areas and criteria
What is your business background and context – 5 marks
Introduce your organisation, customers served, key facts you would like to share and your part/role within the organisation, individually and as a team.
What was the challenge that needed to be met – 10 marks
Tell us about the business problem you were faced with, how it arose, who challenged you to fix it, and measurements of the size of the challenge (complaint volumes, CSAT, NPS, ombudsman escalations, customers leaving)?
What did you do? – 20 marks
Outline the story of what you undertook to meet the challenge above.
What were the outcomes? – 20 marks
The metrics as you measure them?
Who was affected? Staff, management, customers, sub-sets of customers, third parties, regulators, the public?
Did you adopt new technology, ways of working, staff support mechanisms, training & development etc?
What made it a success? – 20 marks
What did the outcomes lead to?
What improvements have you seen (qualitative and quantitative examples)?
What was the WOW factor? – 15 marks
What do you believe makes your initiative special and unique?
How was it innovative?
What are you going to do next? – 10 marks
Following your successes, where is this going to lead?
The Judging Panel