EXCELLENT SERVICE AWARD
Launched in 1994, the Excellent Service Awards (EXSA) is an annual national award organised by ASA and Enterprise Singapore that recognises individuals who have delivered exceptional service. It seeks to develop inspiring service models for others to emulate and to create service champions.
Organisations with EXSA winners are committed to achieving service excellence.
AWARD OBJECTIVES
- Inspire service staff to scale new heights
- Identify service role models
- Encourage service champions
- Recognise the efforts of service staff
AWARD CATEGORIES
The Award is conferred at three levels:
- Silver Award
- Gold Award
- Star Award
Award recipients will be presented with certificates and Excellent Service Award pins which they can wear daily to distinguish themselves as service role models, and inspire others. They will be invited to attend the Award Ceremony to celebrate this momentous achievement. The participating organisations will be presented with framed certificates at the ceremony.
Eligibility Criteria
All member attractions may nominate as many eligible frontline and back-end staff who meet the award criteria.
In alignment with EXSA’s objective of promoting progressive service excellence, nominations are expected to reflect advancement across the award tiers. Repeated nominations for the same individual in the same category will not be accepted, except for the Star category. For example, an individual who attained a Gold Award in a previous year may be nominated for the Star Award in the current year, but not for Gold or Silver again.
AWARD CRITERIA
| Silver | Gold | Star | |
|---|---|---|---|
| Customer Compliments (include both internal & external compliments) | Received at least 2 during the qualifying period | Received at least 3 during the qualifying period | Received at least 5 during the qualifying period |
| Recognition (include both internal and external service-related awards) | Received at least 1 service-related award during the qualifying period | Received at least 2 service-related awards in the last 3 years (1 April 2023 – 31 March 2026) | |
| Contribution to Service Improvement through suggestions | Made suggestions during the qualifying period |
CHARACTERISTICS OF EXSA NOMINEE
- Prompt and proactive in anticipating and attending to customer needs. Going beyond the call of duty to exceed customer expectations, championing and role modelling excellent service.
- Accurate, consistent and seamless in service delivery. Ensures good and consistent service at all moments and touch points, stepping in to help out team members without being asked.
- Knowledgeable and helpful in communicating service offerings. Uses skills and knowledge to advise customers and add value to addressing customer needs, rather than merely pushing products.
- Empathetic, flexible and uses good judgement to understand and respond to different needs. Demonstrates emotional quotient (EQ) in assessing different situations so as to create positive experiences.
- Effective and reflective in the handling of feedback and resolution of difficult situations. Exercises agility in providing service recovery, turning adverse experiences into positive ones, and customer feedback into opportunities to delight, learn and develop best practices into opportunities.
ASA EXSA Superstar
Each member attraction may nominate its single best performing Star Award nominee for the prestigious ASA EXSA SuperStar Award.
The selection criteria is as follows:
- The nominee must meet the requirement for EXSA Star Award
- Nominee must demonstrate service attributes of "Going the Extra Mile" for customers
- Exhibiting strive for continuous improvement (e.g. attending training, giving service quality improvement suggestions)
- Being a role model and inspiration to staff and colleagues
- Contributed to Service goals and improvement
Qualifying Period
Qualifying Period for ASA EXSA 2026: 1 June 2025 – 31 March 2026
ASA will communicate nomination details to members through email.
Training/Development Workshop
Members will also be notified via email.
Award Ceremony
Members will also be notified via email.
Please visit the event coverage of previous years for a glimpse to the Presentation Ceremony.
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