Judging Criteria

The judging criteria are largely based on the International Customer Service Standard (ICSS:2015-2020), a framework of 27 specific measures that can be applied equally to government, not-for-profit and for-profit organisations of all sizes and across industry sectors. Using a balanced scorecard approach, these 27 measures can be grouped into four distinct perspectives:

areas of assessment

As part of your nomination submission, we want you to address these four perspectives, providing an overview of the individual, team, project, or organisation and explaining their performance in the last year in relation to the perspectives.

  • While the individual criteria for a becoming a finalist vary across the categories, successful nominations will:
    Provide a clear explanation of the organisation, its customers and the customer service challenges it faces
  • Demonstrate the passion for exceeding customer expectations and achieving customer service excellence within an organisation, a team or an individual, including an infectious impact on the way the rest of the organisation approaches customer service.
  • Provide an accurate description of the breadth and depth of activities / projects... how many customers are impacted? How large is the project within the business?
  • Show the effectiveness of people and programs... what results have been delivered by the nominee and their work?
  • Demonstrate continuous review and improvement in what they’re doing.

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