Potters Resorts has been named winner of the Customer Excellence Award, sponsored by Greater Anglia, at the Norfolk Business Awards 2022.

Now in its 102nd year, Potters Resorts offers the UK’s only all-inclusive short breaks at its sites in Hopton-on-Sea and Maldon, Essex.

The company has a team of 700 employees, providing comfortable accommodation, food and drink, activities, sports and leisure facilities, plus nightly entertainment for guests

The judges noted how Potters’ offering has been developed from “extensive customer feedback”, driven by the customer happiness score method which asks all guests one simple question on how happy they are.

They also praised the company’s “high staff-to-guest ratio” and “tremendous consistency of service levels”, adding that its “mission to entertain” philosophy is embedded in its customer service culture – reflected in the way it looks after its teams and its high levels of staff retention.

“It feels amazing to win this award for customer excellence, which reflects the dedication of our entire team,” said John Potter, managing director of Potters Resorts. “Each day they provide exceptional service, going the extra mile at every opportunity to make our guests happy.”

He added: “Norfolk has so much talent and an incredible array of products and services available to consumers and businesses across many sectors, and these awards are an opportunity to celebrate that, highlighting the very best in business across our county.”

About the sponsor

Greater Anglia is proud to be sponsoring the Customer Excellence Award at this year’s Norfolk Business Awards.

It is passionate about delivering excellent customer service and ensuring that 
the railways play their full part in helping our region to be both economically prosperous and a wonderful place to live. Greater Anglia is therefore committed to consistently raising customer service standards. 

With a complete fleet of brand-new trains, operating on all its Norfolk routes, Greater Anglia is transforming the travelling environment, providing more comfortable journeys, increasing seating capacity and delivering record-breaking performance, as part of a £1.4 billion investment programme.

The finalists

Fosters Solicitors

Founded in 1761, Fosters Solicitors is an all-service law firm providing specialist support to both individuals and businesses. It employs just under 150 people across its three branches in Norwich, Wymondham and Lowestoft.

The judges said Fosters has “invested considerably” in the customer journey and onboarding staff – they were also impressed with the firm’s net promoter score (NPS), which is above the sector average. 

Lovell Partnerships

Lovell Partnerships is a leading developer of partnership and open-market housing in Norfolk and beyond – with expertise in housing-led regeneration and refurbishment, as well as later and assisted living.

Praising Lovell’s core value of putting the customer first, the judges said that the company demonstrated a “clear and comprehensive 20-step plan for the customer journey, from reservation to handover”. 

MAD-HR 

MAD-HR is an HR consultancy with offices in Norwich, Ipswich and Chelmsford, known locally and nationally for its ‘Make A Difference’ brand of HR.

The judges said MAD-HR demonstrated its business values with “a clear focus on solving clients’ objectives” and is “in it to build long-term partnerships,” with no plans to dilute its service as it grows.