In a sector often defined by complexity and commoditisation, Hydraulics Online has redefined what customer-led engineering looks like – earning national recognition for a service model built on trust, expertise, and global reach.
At the UK Customer Satisfaction Awards – the UK’s most prestigious recognition for service excellence, run by the Institute of Customer Service – Hydraulics Online was named winner of the Customer Commitment – Business to Business category.
In a room filled with blue-chip brands, Hydraulics Online stood out for its unwavering dedication to B2B service excellence. This recognition affirms what our customers already know: that deep technical expertise and human-led service can go hand in hand – even in an online world.
Founded in 1996, The Institute of Customer Service works nationally with business, the public sector and the Government to drive business performance through service excellence. Its mission is clear: to inspire a service nation.
The UK Customer Satisfaction Awards showcase those organisations from across the UK with an unwavering commitment to service excellence – recognising their tenacity, creativity and innovation.
A Service Model that Continues to Scale
Hydraulic engineering is complicated. Our customers span the globe and arrive with varying levels of technical knowledge – from highly qualified engineers to absolute beginners. Every enquiry receives a bespoke response, shaped by our team’s deep expertise and commitment to getting things right first time.
Whether we’re helping customers out of a tight spot, extending the life of legacy systems, or co-creating more sustainable solutions, our approach consistently delivers clarity, confidence, and results.
Independent Validation, National Benchmark.
Judged by a panel of 36 customer experience leaders spanning the UK’s public, private, and educational sectors – and tasked with selecting organisations that had “displayed the highest standards of service” – the UK Customer Satisfaction Awards are the most coveted of their kind. Sponsors included Ipsos and Kantar, global authorities in market research and analytics, underscoring the rigour and relevance of the judging process.
These awards attract attention from across the UK economy, drawing high-calibre applicants from a broad spectrum of industries. Among the winners on the night were blue-chip household names including British Gas, Octopus Energy, Virgin Atlantic, Specsavers, Sky, Openreach, Zurich Insurance, and Boots UK
Service Commitment Recognised on a National Stage
The Customer Commitment – Business-to-Business award was open to any UK organisation demonstrating a clearly communicated customer commitment strategy within the B2B environment. Judges looked for evidence of a customer-oriented culture and a consistent dedication to service excellence. The award was sponsored by Freshworks Inc.
In announcing Hydraulics Online as the winner, the compère shared that the judges were impressed by our “commitment to the provision of a differentiated customer-led service in an otherwise complex and fragmented marketplace” – a model that supports an extensive global customer base.
Engineered for Trust. Positioned for Impact.
Speaking ahead of the ceremony, Co-founder Mark Tonks shared:
We recognise that every customer has a unique enquiry. Our role isn’t to push products – it’s to listen carefully, understand the full picture, and offer impartial advice that delivers results. As an independent provider, our solutions are shaped solely by what’s right for the customer – technically, commercially, and sustainably.
And from Helen Tonks, Co-founder after the ceremony:
We built this business on the belief that putting people first isn’t naïve – it’s strategic. From day one, our focus has been on relationships over transactions, and on delivering customer service that’s as powerful as our engineering. We’ve proven once again that real impact begins when service moves beyond products – and becomes a partnership grounded in trust.
Join us in Celebrating…
Watch the moment that Hydraulics Online was honoured with the UK Customer Satisfaction Award for Customer Commitment – B2B, standing alongside industry leaders at the London Hilton on Park Lane. A benchmark moment for service excellence within the UK’s engineering landscape and a proud reflection of the values, vision, and impact that continue to shape our journey.
