Entry.
Organizations select the awards categories they wish to enter, and submit an application with supporting evidence for each.
Awards category
Customer Listening & Action
Recognizes an organization that effectively captures, analyzes, and acts on customer feedback to drive meaningful improvements.
Open to
- Enterprise
- SME
One winner per track, per cycle
No tiers, no runners-up
Winners announcedMay 2027 · the inaugural gala
Register InterestWho hears their customers best, and does something about it?
Summary
What this award recognizes
Listening alone is not enough. The strongest entries show the full loop: how feedback is gathered, how it becomes insight, what changed as a result, and how customers were told.
Awards category
At a glance
- Open to
- Enterprise · SME, judged in separate pools
- Questions
- Enterprise 16 · SME 12
- Grand Award
- Counts toward the Grand Award
- Winners
- One per track, per cycle, no tiers
- Every entrant
- Confidential diagnostic summary
- Entries open
- Q4 2026 · Nov–Dec
- Winners announced
- May 2027 · the inaugural gala
- Entry fee
- Published before entries open
Judging
What the panel scores
- Domain A · 25%Listening Infrastructure & CoverageBreadth of feedback channels monitored, from solicited surveys through social media, review sites, and competitive listening.
- Domain B · 15%Analysis & Insight GenerationHow often structured research is conducted and how verbatim feedback is synthesized into actionable insight.
- Domain C · 20%Closed-Loop Action (Individual Customer Follow-Up)If individual customers who give negative feedback receive personal follow-up, on defined SLAs and in public channels.
- Domain D · 15%Insight DemocratizationHow widely, and how often, customer feedback insights are shared with, and acted on by, functions beyond CX.
- Domain E · 25%Independent Data Cross-CheckIndependent check: the organization's response rate to public reviews and complaints, versus category benchmarks.
Customer Listening & Action
Preparing an entry
Evidence to prepare
Awards are decided on submitted evidence assessed against published criteria. Assertions without evidence score nothing, regardless of an organization’s size, spend, or standing. Expect to describe your approach, how it was implemented, and most importantly, the measurable results.
- The voice-of-customer program and its channels
- Examples of insights and the changes they drove
- Results before and after those changes
- How feedback reaches decision-makers
Typically prepared byCX, insights, or research lead
All awards
Twelve awards categories. One winner in each.
- 01Most Improved Organization
- 02Customer-Centric Culture
- 03Excellence in Service Recovery
- 04Employee Enablement for Customer Excellence
- 05This awardCustomer Listening & Action
- 06Leadership in Customer Value
- 07Continuous Innovation
- 08Operational Reliability for Customer Service
- 09AI for Customer Experience
- 10Excellence in Women Empowerment
- 11Excellence in Social Impact
- Grand AwardOrganizational Excellence Grand Award
Keep reading
Where to next.
- IntegrityFive published rules. One independent verdict.How winners are decided, and what keeps money away from the result.See how winners are decided
- Key DatesThe inaugural cycle.Four stages, from entries opening in Q4 2026 to the gala in May 2027.See the full timeline
- SponsorsSponsor Kuwait's excellence standard.Founding Sponsor, Platinum, Gold, and Silver packages.View sponsorship packages
