Awards night Tuesday 14th November Grosvenor House, London


The Customer Loyalty Award


Do you provide an outstanding service? Have you built long-term client relationships? Do you have high levels of repeat or referral business? Are you continually adapting or innovating to gain a competitive edge?

Customer loyalty is the strongest foundation for growth and resilience, enabling businesses to prosper in all market conditions.

This award celebrates businesses who can demonstrate the highest levels of customer loyalty, engagement, and experience.

Judges will look for evidence of how your approach to client management and service have enabled your organisation to:

  • Attract new customers or increase client base
  • Generate increased revenue and profitability
  • Improve customer satisfaction & loyalty
  • Increase market share or client value
  • Differentiate from competitors


In this category judges will compare the extent to which each candidate has demonstrated excellence in the following areas:


In a summary of no more than 350 words, please describe what your business does, the market in which it operates and what differentiates you from your competitors. Please include your key business achievements that are significant for your market sector or industry. (Please note that should you become a finalist the answer to this question will be used in external PR & Communications to explain who you are)

In no more than 1200 words, explain why you should win this award using the bullet points below as a guide:

  • Employee & Customer Engagement 30%
    • Provide evidence and case study examples of how employees and key stakeholders have been recruited, retained, motivated and optimised to deliver growth objectives.
    • Provide case study examples and top line data to demonstrate how you have increased your customer base or market penetration over the last 18 months.
  • Leadership & Innovation 20%
    • How has innovation supported scale? Provide evidence or case studies to demonstrate how an innovative product, service, solution or initiative has driven commercial success.
    • Show how the management structure, leadership philosophy and culture of your company supported scale or high growth over of the last three years.
  • Organisational Ethics & Policies 25%
    • How are ethical, environmental or social impact policies or initiatives aligned with your growth objectives?
    • How does your approach to diversity, equity and inclusion align with your overall ambition for the business?
    • Explain how your ethical or diversity policy or sustainability strategy has improved employee / client attraction and retention.
  • Financial Performance & Growth 25%
    • Explain your key growth metrics, including financial targets, KPIs, timescales and overall ambitions plus examples of milestones and barriers/challenges that have been overcome. Growth metrics can include adoption, subscription, lead generation, client base, headcount, NPS scores, etc.
    • How do you benchmark against your peers in terms of sales, profitability or market share?
    • How has your company performed against your growth plan and what will help you to sustain future growth?
    • Show examples and/or case studies of what has supported, or will drive further, commercial success.