Customer Service Excellence – It’s another pass for Print Image Network

Following our third full ‘Customer Service Excellence’ assessment, it’s a pass for Print Image Network

For electoral print and mail provider, Print Image Network, 2017 was a great year for customer service-related accreditations and recognition. We’re pleased to report that we have continued this success into 2018.

Following our third ‘full’ assessment, we have maintained our Customer Service Excellence Standard for demonstrating evidence of exceptional customer service.   The full assessment, which happens every three years, comprises a comprehensive submission to the assessor, followed by an onsite assessment, where staff are interviewed in relation to five key areas:

  1. Customer Insight
  2. The Culture of the Organisation
  3. Information & Access
  4. Delivery
  5. Timeliness & Quality of Service

Our recent pass follows our Investor’s in People re-assessment in 2017, which saw us achieve the Silver Standard, exceeding the industry average in all nine of the performance indicators. The renewal of the Customer Service Excellence Standard further highlights our commitment to our customer-centric ethos.

Steve Power, Services Director and Print Image Network’s Customer Service Excellence Ambassador, said of the assessment news “We are delighted that we have passed our third full assessment. Maintaining the Standard since 2012 is the result of hard work and commitment from the team.  Our council customers trust us to help them through stressful and sometimes complex election periods, our latest pass confirms the procedures and systems we have in place allow us to provide trusted support and excellent service when customers most need it.”

Customer Service Excellence Assessor, Michael Lynch, gave the following statement, “I have assessed Print Image Network Ltd for Customer Service Excellence several times and on my last visit I continued to be very impressed by their attention to detail and customer-centric focus.  The team works very well together and as a result well-coordinated customer service is achieved.”

He continued “I spoke to several customers during the visit and they were effervescent in their praise in relation to the service that they received from Print Image Network Ltd.”

Print Image Network has many exciting initiatives planned for 2018 to further enhance the customer experience.

If you want to find out more about our Customer Service Excellence Standard or our Investors in People accreditation, please download our document ‘Working Together’ Investors in People and Customer Service Excellence: Our customer service journey >>

John Turner joins Print Image Network Ltd as its Electoral & Democracy Specialist

 

Greater Manchester, 1 March 2018

Electoral Print & Mail Specialist, Print Image Network Ltd is delighted to announce that John Turner has joined its team of electoral professionals as its Electoral & Democracy Specialist.

A former Returning Officer, John brings with him a lifetime of electoral experience and has held several pivotal positions, including Chief Executive of the Association of Electoral Administrators, the UK’s leading professional body solely interested in the administration of electoral matters.

John Turner is a highly respected electoral professional and is well-known within the industry.  During his career at the Association of Electoral Administrators, he has worked closely with Government Departments, the Electoral Commission, and other national bodies to improve the administration of electoral matters in the UK.

Before his appointment at the AEA in 2006, John held the position of Deputy Chief Executive and Director of Public and Support Services at Norwich City Council, where he was responsible for Democratic Services and the Elections Office, among other departments. He was also the Electoral Registration Officer and Returning Officer for the Council until March 2005.

Print Image Network is one of two influential electoral brands business owners John Foster and Stephen Power have established in the UK, since starting the business in 2000. The appointment illustrates their commitment to growing the business in both statutory and non-statutory markets, under the Print Image Network and UK Engage brands.

John Foster, Managing Director and Steve Power, Services Director gave a joint statement regarding the appointment, “We are delighted that John is bringing his years’ of experience to Print Image Network.  John has been involved in electoral administration his entire career and is at the forefront of legislative matters. From his positions at the AEA and local authorities to his consultation, training and oversea electoral ventures, his experience in electoral matters and democracy makes him an excellent fit with our business.”

John Turner said “I am very pleased to be joining John and Steve and the team at Print Image Network and look forward to the new opportunities and challenges that this appointment will bring. I have joined a progressive company at a very exciting time and am already impressed by the ethos of customer service and support which underpins the way in which the organisation operates.”

Contact Print Image Network on:

Tel: 0161 209 4800
Email: customercare@printimagenetwork.com

Showcasing our electoral print solutions at the AEA Conference 2018

Visit Stand 3 and talk to the team about your electoral print requirements, from 4-7th February 2018.

 

 

 

 

 

 

 

 

 

 

 

Print Image Network is once again exhibiting at the annual AEA Conference in Blackpool, 4 -7th February 2018.  As a leading provider of electoral print solutions, we have supported the Conference and the AEA for many years.

The agenda promises a full schedule, including more workshops and interactive plenary sessions, not to mention the exhibition where we will be meeting delegates and customers at Stand 3 from the Sunday afternoon.

Providing no fewer than 70 councils across the UK with electoral print solutions, we still have capacity for the May polls and delegates can speak to members of our account management team to discuss printed postal vote solutions, poll cards and ballots papers. Furthermore, our friendly team will be on hand to discuss to canvass, NPRs, PI Refresh and our hybrid mail solution, Network Post.

For customers who are familiar with our team, we have a rota which details when our each of our electoral print specialists will be attending the event, should you wish to drop by and say hello.

Sunday 4th February Monday 5th February Tuesday 6th February
John Foster John Foster John Foster
Steve Power Steve Power Steve Power
Simon Milnes Simon Milnes (AM) Nicola Greaves (AM)
Clara Robinson Dermot Carty (AM) Simon Starkie (AM)
Kelly Mallon (PM) Lisa Sheldon (PM + social night)
Craig Poyser (PM) Sharon Guy (PM + social night)

 

This year, in addition to our usual support, we’re pleased to announce that we’ll be sponsoring the Practical Count Methods workshop, where the AEA team will use our electoral print solutions, including election counting methods, such as grass skirts, count sheets and summary sheets, to carry out the training.

You can check out our AEA Profile here>>

We look forward to seeing you at Conference!

The Print Image Team

Print Image Network Ltd achieves Investors in People Silver

Investors in People Silver achieved following re-assessment

 

22 August 2017

Print Image Network Ltd, a leading national supplier of electoral print and mail services to local authorities, has achieved Investors in People Silver, demonstrating its commitment to high performance through good people management.

Established in 2000, the North-West based company, prints and mails electoral stationery including postal votes, ballot papers, poll cards and electoral registration mailings.  In 2017 alone, it produced 22 million pieces of electoral stationery.

Investors in People is the international standard for people management, defining what it takes to lead, support and manage people effectively to achieve sustainable results. Underpinning the Standard is the Investors in People framework, reflecting the latest workplace trends, essential skills and effective structures required to outperform in any industry.

Paul Devoy, Head of Investors in People, said: “We’d like to congratulate Print Image Network. Investors in People accreditation is the sign of a great employer, an outperforming place to work and a clear commitment to success. Print Image Network should be extremely proud of its achievement.”

Steve Burrows, Managing Director of Investors in People North of England delivered by IDG said:

“This is a fantastic achievement for Print Image Network and I would like to congratulate all of the team. We believe that your people make the difference and by investing in them you are looking to create sustainable success. IIP is designed to help organisations and their people to realise potential, providing a simple road map for excellence. With their Silver accreditation, Print Image Network is certainly working to realise their people potential.”

Commenting on the award, Services Director at Print Image, Steve Power said: “We are truly delighted to receive the news that Print Image Network has received Investors in People Silver.  Within the business we have a strong commitment to improving people management; knowing that we have exceeded the industry average against the new IIP standard, in each of the nine industry benchmark indicators, is a testament to our staff and everyone’s hard work.” He continued, “Our employees are our most valuable asset and as a business we intend to continue to empower our workforce so that we can achieve our future goals.”

Since the introduction of the new standard only the top five percentile of organisations assessed achieve the silver level straight away.

Ends

For more information about Investors in People please visit www.investorsinpeople.com

Print Image Network is a Cyber Essentials certified supplier

Electoral print specialist enhances its security against cyber attacks

As a leading electoral printing specialist and trusted supplier to no fewer than 80 local authorities across the UK, Print Image Network has to protect its company assets, IP and customer data, against common cyber threats.

Having held ISO 27001, the international standard for Information Security for 5 years, information security processes are common practice at the North-West based business.  However, to further secure its systems, Print Image Network went through the Cyber Essentials application in April 2017 and is pleased to announce that it has passed.

What is Cyber Essentials?
Cyber Essentials is a government-backed cyber security certification scheme that sets out a good baseline of cyber security suitable for all organisations spanning all sectors. The scheme addresses five key controls that, when implemented correctly, can prevent around 80% of cyber-attacks.

Print Image Network implemented these five Cyber Essentials Controls to help it stay secure: –

  1. Demonstrated a secure configuration of computers and network devices
  2. Use boundary firewalls and internet gateways to block attackers and external threats
  3. Manage strict access control and administrative privileges to staff
  4. Showed evidence of software patching and licencing
  5. Implementation of appropriate malware protection

Why Cyber Essentials?
Working with local authorities to print election stationery including postal votes, ballot papers and poll cards, means handling confidential data and information.  For Print Image Network it is therefore crucial to eliminate risk wherever possible, as cyber attacks can cause expense and disruption, something the company will go to extreme lengths to avoid.

Managing Director, John Foster, says of the certification “The reason we applied for Cyber Essentials was to add an additional layer of security to our already robust security set-up.  Knowing that, as a business, we are protected from the vast majority of common cyber attacks allows us to concentrate on our customers’ needs with confidence.”

Print Image Services Director and Customer Service Excellence ambassador, Stephen Power, added “Achieving the Cyber Essentials certification will help to further enhance customer trust and confidence in our organisation and our service.  As a team we work extremely hard to put the customer first; the customer experience and security has to be at the heart of everything we do.”

Included in the assessment was an external penetration test, which Print Image Network passed.  The assessment was completed by IT Governance, the full scope included firewalls, routers, end user devices and hosted systems at the company’s headquarters.

For more information please contact the Print Image Network team on: –

Tel: 0161 209 4808
Email: sales@printimagenetwork.com

Print Image Network is front page news!

How to implement the Customer Service Excellence Standard! Electoral printing specialist features on the Centre for Assessment’s home page.

 

Following another successful annual audit visit from the Customer Service Excellence Assessor, Print Image Network has achieved its third consecutive Compliance Plus award.

Awarded for excellence in Customer Insight, the print management and electoral printing specialist demonstrated, yet again, a greater understanding of its customers’ needs and preferences, through customer liaison and contract management.

After another successful visit and Compliance Plus merit, CSE Lead Assessor, Michael Lynch, asked to work with Print Image Network to develop a case study to demonstrate how the CSE framework can be used effectively in terms of self-reflection, reviews of service and ensuring continuous improvement.

On 22nd March 2017, the Print Image Network case study was released on the Centre for Assessment’s home page as the featured case study to showcase how the Customer Service Excellence Standard is used successfully, to achieve high customer satisfaction.

The full case study can be read here >>

Following the assessment visit Michael Lynch BA (Hons) Cert.Ed. MIC CMC FIC, CSE Lead Assessor said “This has been an excellent surveillance visit for Print Image Network and the pre-assessment documentation which was sent to the Assessor was exemplar. Print Image Network use the CSE framework effectively and have seen the impact in terms of self-reflection, reviews of service and ensuring continuous improvement. The Assessor looks forward to next year in order to carry out their three year review.”

To find out how our Customer Service Excellence Standard is applied to the service we provide to our customers, contact us today: –

Tel: 0161 209 4800
Email: sales@printimagenetwork.com

Print Image Network does it again! More Customer Service Excellence merits

Following a recent assessment, Print Image Network achieves its third consecutive ‘Compliance Plus’ merit.

 

Recently, Print Image Network achieved Compliance Plus for the third time since receiving Customer Service Excellence Standard status. Awarded for excellence in Customer Insight, the company demonstrated greater understanding of its customers’ needs and preferences, through customer liaison and contract management. The Compliance Plus merit was awarded after another fantastic year for the company, where it achieved a customer satisfaction award of 98%, following its annual customer survey.

The Customer Service Excellence Standard tests in great depth, areas that research has shown to be a priority for customers. Its main areas of focus include delivery, timeliness, information, professionalism and staff attitude. Emphasis is also placed on developing customer insight, understanding the user’s experience and implementing robust measurement of service satisfaction.

Following the assessment visit, Michael Lynch BA (Hons) Cert.Ed. MIC CMC FIC, CSE Lead Assessor said “This has been an excellent surveillance visit for Print Image Network and the pre-assessment documentation which was sent to the Assessor was exemplar. Print Image Network use the CSE framework effectively and has seen the impact in terms of self-reflection, reviews of service and ensuring continuous improvement. The Assessor looks forward to next year in order to carry out its three year review.”

As part of the surveillance visits the Customer Service Excellence assessor randomly contacted Print Image Network customers. There were many positive statements, including: –

‘The best I have ever used.’

‘We have a good working relationship which ultimately helps the end customer.’

‘I have used several people before, but they have been excellent.’

‘They are very helpful and sort things quickly.’

‘We have a single point of contact which is great.’

To read our award news you can click the download here>>

Tel: 0161 209 4800
Email: sales@printimagenetwork.com

Print Image Network’s new online voting platform helps to raise money for charity

Customers vote from a selection of charities via online voting, in the company’s annual Christmas donation.

 

As part of its Corporate Social Responsibility activities, election print and mail provider, Print Image Network, has an annual commitment to donate to charities.  Each year, the team at Print Image Network submits suggestions for charities it would like to support.  At the end of last year, Print Image Network invited customers to vote for one of three charities, via its new online voting site, as an alternative to receiving a Christmas greeting card.

The charities included in the vote were Alzheimer’s Society, Cancer Research and Help 4 Heroes. As a result of customer votes Print Image Network donated over £390 to the three charities. Charitable donations are just one part of Print Image Network’s CSR policy and make up part of its community involvement.

Being ISO 9001 and 27001:13 compliant for a number of years, Print Image Network continually strives to keep up the high standards it has in relation to its current ISO Standards.

Print Image Network’s new online voting site is one of the most secure, easy to use and visually pleasing platforms on the market.  It is delivered to customers via the company’s election and engagement brand, UK Engage, which offers impartial administrative services to membership organisations, social housing providers, NHS Foundation Trusts, cooperatives and many other types of organisations.

To find out more about Print Image Network, ISO Standards or its online voting and via the UK Engage brand,  please contact Print Image Network:-

Tel: 0161 209 4808
Email: sales@printimagenetwork.com

Print Image Network improves its customer satisfaction rating

The election print provider’s customer satisfaction level improves to 98%, following its latest customer satisfaction survey

 

Results from last year showed that Print Image Network, one of the largest print specialists of electoral stationery in the country, improved it customer satisfaction rating from 2015, by 4%.

As part of its commitment to the Customer Service Excellence Standard, Print Image Network carries out an annual survey to compile customer opinion in relation to its service.  The company has a local authority customer base that spans the whole of the UK, providing postal votes, ballot papers, poll cards and housing notification letters to no fewer than 80 councils.

2016 saw numerous elections happen in the UK, including the Police and Crime Commissioner Elections, local elections, the London Mayoral election, and Assembly elections for both London and Wales. In addition, the EU Referendum was called for the following month, 23 June 2016. For electoral printers and councils alike this scenario resulted in one of the busiest years for everyone involved in delivering statutory elections.

Following such a busy period, Print Image Network was keen to understand what customers thought of the service delivered during this exceptionally busy time. Therefore, customers were invited to take part in an online satisfaction survey. The survey asked customers to rate key areas of service including: – overall satisfaction, sales and account management, products and service, and finally to compare its service to other electoral printing suppliers.

54% of the customers who received the survey completed it, which was a big increase on the previous year.

Key highlights were: –

  • 100%* overall satisfaction – all respondents rated the overall service ‘excellent’ or ‘very good’
  • Respondents rated satisfaction with both sales and account management as 100%*
  • ‘Excellent’ scores were given for the quality, reliability, design and value for money of the products.
  • Customer service and attention to detail were rated highly for excellence when it came to service.
  • 100%* respondents would recommend us to other councils

Managing Director, John Foster said of the survey results “To achieve such a high satisfaction score is great, and to know that this score has improved, in such a challenging year, is testament to our skilled team.  The EU Referendum date being announced for June, just after the May elections, put pressure on councils and electoral print and mail suppliers.  I’m glad to say that our team, having professionalism, skill and knowledge, provided a first-rate service even under challenging circumstances.”

In the year the company was awarded ‘Compliance Plus’, part of the Customer Service Excellence Standard, Steve Power, Services Director, added. “To review the results of the survey and to see a 4% improvement was excellent news.  We work hard to provide outstanding customer service, and so to hear that our customers recognise this makes the hard work during 2016, all the better.  We have a close working relationship with all our customers, which results in great communication and inevitably leads to us providing a service that’s tailored specifically to them.”

To review the results of the survey, download here>> 

For more information about Print Image Network, please contact us: –

Tel: 0161 209 4800
Email: sales@printimagenetwork.com

 

*100% satisfaction, in this instance, means that customers rated the service as ‘excellent’ or ‘very good’