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Customer service excellence - online
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What you'll need to answer
Describe a digital customer service initiative that you have implemented in the past 12 months to create a unique online experience for customers.
Explain why you implemented this service option for customers.
Describe how this initiative was rolled out and implemented across the organisation.
What impact has this service had on the business, both from a customer satisfaction and profitability perspective?
Your submission
Who can enter?
Open to retailers operating within Australia or New Zealand.
Nominations on behalf of retailers must secure pre-approval from the retailer and designate a retailer contact.
Responses should be maximum 300 words per question.
A PDF can be included as support material for your submission.
Retailer (finalist) must be in attendance at the event to accept the award.
For reference
Customer experience
The total journey of a customer’s interactions with a brand.
Customer service
The advice or assistance a company gives its customers.
Nominations close
Opening soon
Nominations close
3 December 2025
Finalists announced
14 January 2026
Winners announced
26 February 2026
Our partners
A huge thanks to our partners for making magic happen.
Presented by
Gold sponsors
Retailer Awards 2026
Eleven years strong. Celebrating the best in customer experiences.
The Retailer Awards is marked as the pivotal event for the retail sector. Celebrating its tenth year, the awards highlight customer experience excellence across Australia and New Zealand and attract some of the best talent the retail industry has to offer.
The awards are managed and run by the superstar team behind Inside Retail and Octomedia, one of Australia’s leading B2B publishers.
Winners will be announced at a Gala Evening in Melbourne on Thursday, 26th February 2026.