Most Improved Overall for Live Chat 2019
92.16%
Best New Member for Live Chat 2019
Compare the Market
81.00%
Most Improved Overall for Email Service 2019
Civica on behalf of Network Rail
81.2%
Best New Member for Email Service 2019
InstantPrint 
82.0%
Most Improved Overall for Social Media 2019
Civica on behalf of Network Rail
90.53%
Best New Member for Social Media 2019
Nationwide
91.45%
Most Improved Overall for Call Service 2019
P&G UK
92.61%
Best New Member for Call Service 2019
Ocado
92.07%
Best in the E-Retailers Sector 2019
L'Occitane
88.40%
Best in the Public Sector 2019
Charities Aid Foundation
92.36%
Best in the Retail Sector 2019
P&G UK
92.61%
Best in the Telecoms & Media Sector 2019
ITV
94.18%
Best Contact Centre ‘Special Moment’
QASSS with Resolution Revolution
Top Customer Service Partnership
Financial Services Compensation Scheme (FSCS) with Capita
Best Customer Service Agent
Laura Tumelty, Contact Centre Advisor, Northern Powergrid
Best Small Centre 2019
ITV
94.18%
Best Medium Centre 2019
Northern Powergrid
95.87%
Best Large Centre 2019
VitalityHealth
96.28%
Multi-Channel Member of the Year 2019 (All 4 Channels)
Rated 1st Overall for Live Chat 2019
Best in the Charity Sector 2019
WWF
92.16%
Rated 1st Overall for Social Media 2019
Best in the Banking & Finance Sector 2019
NS&I/Atos 
91.47%
Rated 3rd Overall for Best Channel 2019
Rated 1st Overall for Email Service 2019
Best in the Travel Services & Hospitality Sector 2019
Caravan and Motorhome Club
94.77%
Rated 2nd Overall for Best Channel 2019
Best in the Service Providers Sector 2019
Northern Powergrid
95.87%
Rated 1st Overall for Best Channel 2019
Rated 1st Overall for Call Service 2019
Best in the Insurance and Financial Services Sector 2019
VitalityHealth
96.28%