Morrison Utility Services (MUS), the UK’s largest dedicated utility service provider and part of M Group Services, has won the Institute of Customer Service (ICS) 2020 Best Customer Satisfaction Strategy Award.

The award was presented to Morrison Utility Services for its ‘Every Customer Counts’ strategy at the UK Customer Satisfaction Awards that took place on 3 March alongside The Institute’s annual conference.

MUS was presented with the prestigious award for demonstrating ‘a clear strategic plan that has measurably improved its customer satisfaction ratings and that leaves a legacy, after implementation, of a new relationship between the organisation and its customers’. Fellow finalists in the Customer Satisfaction Strategy category included Aldi UK, Boots UK, SP Energy Networks, Scottish and Southern Electricity Networks and Openreach.

The UK Customer Satisfaction Awards is the only customer service awards run by The Institute of Customer Service, the UK’s professional body for customer service. Organisations from across the UK can enter and are judged by industry experts, business leaders and academics.

Morrison Utility Services Head of Customer Service, Dan Rhodes, commented:

“It is a great honour to be recognised for our Every Customer Counts strategy. We are always sure to prioritise the relationship we have with our customers first and foremost – they should feel confident in us, and our people should feel confident explaining to customers what is happening and why. The team should be very proud of this recognition of their commitment to outstanding customer service, just as I am proud of them, too.”

Utilities Managing Director, Adam Gosnold, added:

“This is a fantastic achievement for everyone involved. The satisfaction of our clients and their customers is at the forefront of our delivery and operations, and this success highlights the excellent work taking place across Morrison Utility Services.”