Entry.
Organizations select the awards categories they wish to enter, and submit an application with supporting evidence for each.
Awards category
Excellence in Service Recovery
Recognizes excellence in resolving customer issues, recovering from service failures, and rebuilding customer trust.
Open to
- Enterprise
- SME
One winner per track, per cycle
No tiers, no runners-up
Winners announcedMay 2027 · the inaugural gala
Register InterestWhen something goes wrong, who turns a failure into renewed trust?
Summary
What this award recognizes
Every organization fails sometimes. What separates the best is how quickly problems are found, how well they are put right, and whether the lessons change how the organization works next time.
Awards category
At a glance
- Open to
- Enterprise · SME, judged in separate pools
- Questions
- Enterprise 17 · SME 14
- 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 · 15%Recovery Process & EmpowermentFrontline authority to resolve complaints, tracking systems, and a documented, fairly-applied compensation policy.
- Domain B · 20%Speed & Resolution PerformanceFirst-contact resolution rate, time-to-resolution, triage routing, and real-time SLA monitoring.
- Domain C · 20%Root-Cause & Systemic FixWhether root-cause analysis is used to actually fix recurring problems, with a measurable reduction in that complaint category.
- Domain D · 20%Customer Trust Restoration & Follow-upProactive re-contact after resolution, escalation thresholds for severe failures, and personal follow-up on public complaints.
- Domain E · 25%Independent Data Cross-check (Brand Fix)The applicant's Service Hero Brand Fix score: an independent, non-self-reported measure of resolution confidence.
Excellence in Service Recovery
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.
- Complaint volumes, resolution times, and first-contact resolution
- Post-resolution satisfaction or retention data
- Examples of root-cause fixes and their impact
- The complaint-handling process and escalation paths
Typically prepared byCustomer service or complaints lead
All awards
Twelve awards categories. One winner in each.
- 01Most Improved Organization
- 02Customer-Centric Culture
- 03This awardExcellence in Service Recovery
- 04Employee Enablement for Customer Excellence
- 05Customer 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
