The Customer Excellence Award at the EDP Business Awards 2024 recognises firms of all sizes that provide an outstanding customer experience. Jonathan Denby, head of corporate affairs at Greater Anglia and the judge for this category, tells us more about his involvement.

Can you tell us a bit about your business journey?

Greater Anglia has operated train services in East Anglia since 2012. Over that time we have consistently improved service standards, culminating in the transformative project to introduce a complete new train fleet – a historic upgrade which is now delivering much-improved journeys across Norfolk and the wider region.

Why were you keen to get involved in the Business Awards?

Excellent customer service is integral to the success of any business. Greater Anglia is no exception, which is why we have prioritised raising customer service standards throughout the 12 years we have operated rail services in East Anglia and in the plans, commitments and upgrades we have delivered – including the new trains we have brought into service.

We are therefore proud to be sponsoring the Customer Excellence Award, which celebrates the best of customer service across Norfolk businesses, as well as highlighting best practice.

Eastern Daily Press: Jonathan Denby, head of corporate affairs at Greater Anglia and the judge for the Customer Excellence Award categoryJonathan Denby, head of corporate affairs at Greater Anglia and the judge for the Customer Excellence Award category (Image: Greater Anglia)

What do you bring to the judging process?

I have been involved in many aspects of the customer service improvements we have made at

Greater Anglia and numerous projects delivered by predecessor operators in the region. I have also been a judge of these awards for the many years that we have sponsored the award.

In addition, I have often been on the other side of the process as an applicant to rail industry and other customer service award schemes.

What inspires you in business?

Delivering a great service that meets the needs of customers and communities.

Do you have any anecdotes of moments that changed your business strategy?
No one anecdote, but feedback and comments from customers and stakeholders often provide inspiration or incentives to deliver the next upgrade or improvement.

What advice would you give to a business that’s considering entering?

Submissions should illustrate how employees across the organisation are consistently doing their best for customers and seeking to continuously improve their performance.

From product development to service delivery and the handling of service problems, every aspect of the customer experience drives customer loyalty and better commercial performance, so entries should outline the business’ overall customer service strategy.

Entries for the EDP Business Awards close on July 28. To enter, please visit


Award criteria

Judges will be looking for a business that shows a clear focus and understanding of its customers’ needs.

Evidence of customer-driven initiatives designed to raise service standards and increase satisfaction should be provided.

The winner will be a business that exemplifies outstanding customer service, consistently delivered at the highest level by a customer-focused individual or team.