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2023

The Complaints Award

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The Complaints Award is designed to recognise the organisation that has made the most progress in tackling all or part of their customer journey in a way that has improved the complaints situation. This could be by reducing complaint volumes, improving handling of customer complaints, reducing escalations, positively impacting customers in vulnerable situations, actioning root cause analysis, reducing complaint duration or touch points, improving complaint satisfaction measures, increased staff satisfaction or any other element that you feel is important to illustrate improvement and success.

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 info@collaborationnetwork.co.uk.

What happens if we are shortlisted?

Shortlisted submissions will be invited to participate in a Q&A with the Judging Panel (see below) throughout July and 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 15th June 2023. Shortlisted entries will be invited to a Judges Q&A session throughout July and August.

The winners will be announced and presented with their award on 12th October at the Birmingham Conference & Awards Ceremony.

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. We need to know about your organisation, the problem you faced, how you dealt with it, what your actions achieved, what was particularly rewarding, exciting or enlightening resulting from your actions, and what legacy has it left.

 

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 complaints problem you were faced with, how it arose in your business, 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?

  • What ongoing differences has it made?

The Judging Panel

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Michael Hill

Civica

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Caroline Wells

Quibble

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Anthony Eghan

Equiniti

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Martin Canwell

Aptean

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