Integrity & Governance

Sponsorship funds the platform. It never touches the verdict.

Our published rules keep commercial money structurally away from results, protecting the program's credibility, and every entrant's and partner's reputation along with it.

The rules

The five pillars, published.

These five pillars are the published rules that constrain it: the safeguards that make the process binding rather than merely stated.

  1. Pillar 01

    Proof, not claim

    Every award is decided on submitted evidence assessed against published criteria. Assertions without evidence score nothing, regardless of an organization's size, spend, or standing in the market.

  2. Pillar 02

    Sponsor-entrant exclusion

    Any organization sponsoring the program may not enter it. The highest-paying sponsor is structurally the least likely winner.

  3. Pillar 03

    Independent, disclosed judging

    Panel members are named publicly with their credentials, and operate separately from the sales and partnership team. The inaugural panel will be announced before judging begins.

  4. Pillar 04

    External audit of methodology

    An external audit firm attests each cycle, in public, that scoring followed the published rules, the same assurance model relied on by the world's most respected awards programs.

  5. Pillar 05

    Visibility, not voice

    Sponsorship buys placement, stage time, and marketing rights. No sponsor previews winners, sees raw scores, or accesses shortlists prior to announcement.

Methodology

Every score is earned, not claimed.

The principle: evidence over assertion is built into the scoring: one evaluation design, applied identically across every award category and both the SME and Enterprise tracks.

  1. 01

    Anchored, not impressionistic.

    Every scored item is a maturity statement with five defined levels from 0 to 4 each describing a specific, observable practice. Scored items may require evidence to support the claim. There is no "strongly agree to strongly disagree" scale to inflate.

  2. 02

    Evidence-capped.

    Applicants score freely, but any score above 2 out of 4 is provisional: it is automatically capped back to 2 unless substantiated with evidence. That could be a document excerpt, a data extract, a screenshot, or a named and dated example. Every category is built so the maximum score reachable with zero evidence stays around 50 points of the total, never the full score.

  3. 03

    Checked against independent data.

    Every award category includes at least one item pulled directly from Service Hero's own customer satisfaction database, or a verified third-party or public metric that is not self-reported by the applicant.

  4. 04

    One design, consistently applied.

    The same rubric structure, evidence rules, and independent cross-check apply across every award category, adapted for the SME and Enterprise tracks without changing the standard.

The process

How a winner is made.

Five stages, from entry to announcement. Every stage is fixed in advance and applies identically to every entrant.

  1. 01Entry.Organizations select the awards categories they wish to enter, and submit an application with supporting evidence for each.
  2. 02Data verification.Submissions are reviewed against entry requirements and supporting evidence. Candidates meeting the threshold proceed to the shortlist.
  3. 03Judged blind.The panel reviews each shortlisted submission against the published criteria for its awards category and track.
  4. 04External audit.An audit firm reviews the scoring against the published rules. Results are then sealed, weeks before anyone learns them.
  5. 05Announcement.Winners are revealed at the annual gala. Every entrant receives a confidential diagnostic summary after the cycle closes.

Integrity questions

The questions worth asking.

  • No, and not merely as a promise, but by structure. During the deliberation phase, money enters the program at only two points: entry fees and sponsorship. Entry fees have no bearing on judging. Sponsors cannot enter the awards and see nothing before announcement night.

  • Because independent judging, external auditing, and a credible platform cost money to run, and funding them through entrants and partners is the established model of the world's most respected application-based awards. What matters is not whether money is involved, but whether it can sway the verdict. Here, by published pillar, it cannot. Every entry fee also includes a confidential diagnostic summary, showing your score against the anonymized average of all entrants in your awards category.

  • The panel is composed of independent experts, each named publicly with their credentials. Panelists operate separately from the program's commercial team, and no one involved in sales or partnerships participates in judging.

  • An external audit firm reviews each cycle's scoring against the published rules and attests publicly that they were followed. Winners are sealed under this process before announcement, meaning that by gala night, the results are already beyond anyone's reach, including ours.

  • Panelists declare any relationship with an entrant (client, employer, advisory role, or otherwise) and recuse themselves from that awards category. Recusals are recorded and fall within the scope of the external audit.

  • Only where the field and the evidence justify one. An awards category needs at least two eligible, complete submissions in your track for a winner to be named; if yours doesn't clear that bar, you'll be told before judging and offered a refund of that category's fee or a transfer to another category. If no submission in an awards category meets the standard the panel expects, the panel may decline to name a winner that cycle. An award withheld protects the value of every award given.

  • Before any judge sees it, the Evaluation Secretariat strips brand names, logos, staff names, addresses, location names, identifying URLs, and document metadata from your submission. Access is logged and role-limited, and your evidence is never used for marketing or shared with third parties without your written consent.

  • Judges never see who you are, only an anonymized submission. Where removing an identifier would destroy the evidence itself (for example, a public review page), it's replaced with a neutral label instead and the substitution is logged, and a second Secretariat member checks a sample of redacted files before release. More than one judge scores your submission independently; if their scores disagree significantly, the Head Judge reviews the evidence and resolves it.

  • Appeals are on process grounds only. You can appeal within 10 working days of receiving your score, in writing, but only on grounds that the procedures weren't followed: an eligibility error, a calculation error, or an undeclared judge conflict. Disagreement with a judge's assessment of your evidence isn't grounds for appeal.

  • Yes. Misrepresentation is taken seriously. Fabricated or altered evidence, a false eligibility or sponsor declaration, or attempting to contact or influence a judge are all grounds for disqualification, with no refund, and an award found to be based on misrepresentation after the gala is withdrawn.