Established to demonstrate excellence, best practice and innovation in all areas of customer service, it was the culmination of a lengthy process to ensure that the winners represent the best example in their sector.

It was the first year that awards had included field service as an individual award. Following the high standard of applications from the service industry, it is hoped that this section will be extended in the future.

The field service award was won the by the JLA National Service Team this year. The company provides post sales support across the UK and Ireland for commercial laundry equipment.

JLA impressed the judges by achieving a first time fix rate of 96% for its service operation, using real-time mobile data to meet stringent SLAs for the demanding healthcare environment. The company’s activities require it to carry over 12,000 items within its parts department, showing exemplary organisation and attention to detail in its service operation.

The road to success began earlier this year, when the company submitted its initial application. This was scrutinised by a panel of judges and a favourable response saw it included in the list of four finalists.

The other three companies, all of which provided exemplary examples of field service operations, included Fujitsu, Motor Fulfilment and IDS Maintenance. Their various efforts had resulted in significant gains in efficiency, improved repair times and reductions in customer complaints.

Following further deliberation by the judging panel, the decision was made in favour of JLA and announced on the night by Service Management editor Dennis Flower. Nick Smith, JLA national service manager, collected the award on behalf of the company.

‘We are absolutely delighted to win such a prestigious award, particularly in view of the very high standards set by other companies which were also in the running,’ Smith told Service Management after the event.

‘We have developed a sophisticated and extremely effective customer service operation, investing heavily in technology and making unique service offerings. Everyone at JLA is extremely proud that this has been recognised by the National Customer Service Awards.’

The evening was hosted by Perrier nominee Michael McIntyre, a regular on various TV panel shows and a rising star on the comedy circuit. Service companies wishing to enter next year’s awards will be able to submit their entries from February 2009.

Further details will be announced in Service Management and also on the awards website: www.customerserviceawards.com