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What is the Excellence In Customer Service Award?

Business Team

28 years ago, Better Business Bureau of Southern Colorado launched the Excellence in Customer Service (EICS) Award patterned after the Malcolm Baldrige Quality Award – Customer Service section. 

The EICS Award is a challenge to a company to develop measurements and processes in support of a customer service system. This system is then analyzed against a scoring matrix containing seven categories and the level of maturity within each. All BBB of Southern Colorado Accredited Businesses are invited to participate in the EICS application process.

EICS is NOT a competition between companies that submit applications – but, rather it is a singular company journey towards the documenting of established and operationalized customer-focused process strategies within a company that are regularly assessed and improved on. 

Businesses that submit applications for the recognition of the "Excellence in Customer Service" honor are not considered WINNERS but rather RECIPIENTS of this achievement as winners are the result of an established competition between others. Recipients are singularly recognized as achieving a certain standard of performance based on a particular set of criteria. 


The EICS core team is made up of and managed by a group of local, dedicated volunteers. They are committed to supporting businesses in their efforts to consistently improve their customer service systems, processes, and training to ultimately grow and deliver on their brand promises. EICS core team works closely with the BBB of Southern Colorado to promote, support, and recognize local businesses as they strive to provide excellence in their own customer service arenas to a create competitive advantage.

The 2023 EICS program is underway. The EICS program starts again with the Application Writing Workshop in January 2024.

This workshop provides tips to save you time and tell you how your application is evaluated. It will cover how evaluators look for customer service processes that are documented, tracked, trended, and well-managed.

Businesses interested in applying for the 2024 EICS Award that are not able to attend the Application Writing Workshop are required to watch the EICS Application Writing Workshop video.

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