Family-owned garage group EAC Telford has been recognised for its customer-first approach after winning the Customer Service trophy at the 2026 Servicesure Autocentre of the Year awards.
The Shropshire-based independent, which operates four branches, was presented with the award at a ceremony celebrating excellence across GSF Car Parts’ UK-wide and expanding Servicesure Autocentre network.
Customer-first culture rewarded
The accolade, sponsored by The Motor Ombudsman, recognises businesses that consistently deliver outstanding service and go beyond expectations for their customers.
EAC Telford has built a strong local reputation over more than a decade, with judges highlighting its transparent and approachable ethos as a key differentiator.
A central figure in that success is senior customer service manager Ben Furnell, who has progressed through the business and helped shape its customer experience strategy.
His focus on clear communication and helping customers understand technical repairs has underpinned improvements in satisfaction and retention.
Clear comms drives loyalty
The business has introduced a series of customer-focused initiatives, including clearer authorisation processes and post-repair follow-up calls, embedding a consistent service approach across all sites.
Presenting the award, Sureyya Cansoy Kurnaz, director of business services and engagement at The Motor Ombudsman, said: “They clearly stood out from other award submissions in this category, and should be praised for their exceptional level of service, professionalism, and for consistently putting customers at the heart of whatever they do.”
Mark and Jayne Kettle, owners of The Motor Ombudsman-accredited EAC Telford, said: “Winning in such a competitive category is a real credit to our team’s dedication and commitment to the highest level of service throughout a customer’s journey with us.
“Our customers are the heartbeat of our business, and we’re incredibly proud to see our hard work recognised with this fantastic award, which will be displayed in our reception area for everyone to see when they walk through our doors.”
Steve Horne, chief executive at EAC Telford, added: “The Servicesure Autocentre of the Year Awards are a very special occasion, where we shine the spotlight on businesses within our nationwide network that consistently raise the bar for customer service.
“EAC Telford is a prime example of the lengths that repairers go to, so as to ensure ultimate customer satisfaction, and is a philosophy which exemplifies what the Servicesure Autocentre network stands for across the nation.”
Pictured: Steve Horne, CEO of GSF Car Parts, Sureyya Cansoy-Kurnaz, director of business services and engagement, The Motor Ombudsman, Aimée-Jayne Kettle, operations director at EAC Telford, Jayne and Mark Kettle, owners of EAC Telford and Russell Kane, host and comedian.
2026 award winners
- Customer Service Award: EAC Telford
- EV Garage of the Year: EAC Telford
- Fleet Garage of the Year: Magnet Autos
- Supplier of the Year: YUASA
Regional Garage of the Year winners:
- North West: Ashwell Motors
- North East: Charlie Taylor Garage Services
- Midlands: Elite Vehicle Repairs
- South West: Cleevely Electric Vehicles
- South East: Swanley Garage Services
- Scotland: Balmoral and Crown
- Wales: GP Motors
Ensure you always receive AM insights. Make us a preferred source of news on Google