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’

 

Print Image Network exhibits at the 2017 AEA Conference

The leading electoral printing specialist will help the Association of Electoral Administrators celebrate its 30th year at the 2017 AEA Conference

 

Print Image Network Ltd, one of the leading electoral printing specialists in the UK, will be attending the 2017 AEA Conference as sponsor, exhibitor and delegate, at the Hilton Metropole Hotel in Brighton from Sunday 5th February to Wednesday 8th February 2017.

In its 30th year the AEA will hold its annual conference ahead of another busy year of electoral activity.  As usual the content will include helpful information and tools to support electoral administrators.  Key electoral service suppliers, including Print Image Network, will be available in the exhibition area to help delegates find practical solutions to electoral issues; ensuring efficient and transparent processes.

Conference, as always, presents an ideal opportunity to share challenges and ideas. Print Image Network will be exhibiting at Stand 12, showcasing our electoral print and mail solutions for local elections, registration, Community Governance Reviews and Referenda, Neighbourhood Planning Referenda and BID Ballots.

As always we will be on hand to discuss how your preparations are going for 2017 elections and registration, offering advice to both experienced and new electoral administrators alike.  Furthermore, we are happy to support the event by sponsoring the delegate notebooks and pens for another year, especially in such prestigious year for the AEA – its 30th Anniversary.

We are looking forward to seeing all our council partners and non-partners at the 2017 AEA Conference.  If you haven’t experienced an election year or registration with Print Image Network, please come and visits us at Stand 12 and see why we have a customer satisfaction rating of 98%.

Read our customer satisfaction survey results here >>

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

 

ISO 27001:2013 & ISO 9001 Annual Audit Pass

Zero non-conformity ISO pass for electoral printing specialist, Print Image Network

 

As part of our ongoing commitment to information security and quality management, Print Image Network is pleased to announce that we have passed our annual audit for ISO 27001:2013 and ISO 9001, with zero non-conformities.

ISO 27001:2013 Information Security Management Standard provides a way of ensuring that a common set of policies, procedures and controls are in place to manage risks to information security. It provides a framework for the management of information security risks, which ensures we take into account legal and regulatory requirements.

The ISO 9001 certification is internationally recognised as the most established quality framework, focussed on increasing efficiencies, preventing errors and improving customer service.

Print Image Network takes information security and quality management very seriously. The company is committed to going above and beyond what the policies require to ensure its customers and all data is in the safest hands and that we continue to provide the best service possible.

The retention of both accreditations is crucial to Print Image Network as it continues to provide election printing for local councils, which have stringent internal procedures in relation to their supply chains.

Print Image Network’s Office Manager, Pauline Selfe, said of the audit pass.

“Print Image Network has always been committed to the security of information and customer service.  Having held ISO 27001 and ISO 9001 certification for four years, we have successfully passed our annual audit, with zero non-conformities.  This has helped instil a higher level of confidence with our customers. Our security frameworks are constantly evolving and developing to ensure our service mirrors that required by our customers, the audit structure ensures we are on the right path.”

Tel: 0161 209 4800

Email: sales@printimagenetwork.com

AEA CONFERENCE & EXHIBITION 2016

Electoral print and mail specialists will be available at Stand 3

 

Print Image Network Ltd, one of the UK’s leading providers of electoral print and mail services, will once again be joining local authorities and industry experts from across the country, at the Annual Conference for the Association of Electoral Administrators, 28 February – 2 March 2015. The specialist electoral printing company will attend as both a conference delegate and exhibitor, showcasing products at Stand 3 throughout the four-day event.

With a strong heritage in electoral services including the design, print, fulfilment and postage of IER canvass materials, poll cards, postal voting packs and ballot papers, Print Image Network is one of the best-placed specialists in the country to handle issues due to be discussed at the event.

The ‘Together We Are Strong’ theme will see industry experts discuss the key issues for this year. Issues including Individual Electoral Registration, EU Referendum, Overseas Electors, preparations for the 2016 elections and electoral law.

John Foster, Managing Director of Print Image Network said of the forthcoming conference “2016 will be another crucial year for electoral administration. The Police and Crime Commissioner, London Mayoral, London Assembly, Scottish Parliament, Northern Ireland, Welsh Assembly and local elections, plus the possibility of an EU Referendum has meant that local authorities and electoral print and mail suppliers have had to work even closer with council customers, to ensure schedules are in place for May and thereafter.”

Services Director, Stephen Power added “The AEA Conference and Exhibition is the one event of the year where we get to talk to customers and other industry experts. In a period of so much change it is good to discuss and plan issues that are likely to arise over the next year and to subsequently work with councils to address them.”

The Association of Electoral Administrators Conference is being held 28 February – 2 March 2016 at the Blackpool Hilton Hotel. Visit Print Image Network at Stand 3.

If you would like to contact Print Image Network call or email us:
Tel: 0161 209 4800
Email: sales@printimagenetwork.com

Print Image Network gains CSE ‘Compliance Plus’

Further recognition for outstanding customer service

 

We are pleased to announce that having retained our Customer Service Excellence standard in June 2015, following a rigorous three-year re-assessment process, we have been granted an additional award for further improvements to our customer service.

During our annual assessment in January 2016 we secured ‘Compliance Plus’, for our extended efforts to provide customer-focused election services to local authorities.

Compliance Plus means that we have surpassed the level that must be achieved in all areas to get the award and reached a higher standard in two specific areas;

  1. “Using customer insight to inform policy and strategy and to prioritise service improvement activity” and;
  2. “Interacting within wider communities and demonstrating ways in which we support those communities”

Stephen Power, Services Director, commented on the work carried out in order to achieve Compliance Plus. “As part of our commitment to CSE we annually carry our customer satisfaction surveys. We then use the feedback given to improve our service, making sure we evolve and adapt to our customers’ changing needs. We are also making improvements in relation to Corporate Social Responsibility, working with communities and charities which have a close affinity with staff and customers alike.”

Furthermore, in his official report Michael Lynch, Lead Assessor, said:

“Putting the customer at the heart of everything they do is obviously part of the vision from senior management at Print Image Network;  it has also permeated through to all staff within the organisation. Staff interviewed came across as being extremely contented and passionate in relation to working at Print Image Network Ltd and appeared to be firmly committed to providing a highly effective service to their many clients”.

If you would like to contact Print Image Network call or email us:
Tel: 0161 209 4800
Email: sales@printimagenetwork.com

Print Image Network retains ISO 9001:2008 & transition to ISO 27001:2013

Print Image Network Ltd, election services and printing specialist, has retained the ISO 9001 certification and has been accredited against the new ISO 27001:2013 standard, demonstrating its commitment to quality and information security.

The company, which celebrated its 15th anniversary this year, is based in the North West and has a loyal customer base of local authorities which spans the length and breadth of the country.

Having held the standard since 2012, the company faced its first three-year re-assessment in August and is pleased to announce that it passed without a single ‘non-conformance’ – an achievement that only a small percentage companies assessed against the new standard actually achieve.

ISO 9001 is a Quality Management Standard which helps to create a more disciplined work environment and improve a company’s overall performance, ensuring quality is truly embedded in its culture and operations. ISO 27001:2013 for Information Security Management certification is awarded to organisations that want to assess risk and prevent information security incidents, which is crucial to suppliers that work with local government contracts. Updated in 2013, Print Image Network had to make the transition from the old ISO27001:2005 standard to new ISO27001:2013 standard.

John Foster, Managing Director of Print Image Network, said: “Achieving the re-assessment of both ISO Standards is a fantastic achievement but we are particularly proud that we did so with no non-conformances. The team at Print Image Network works extremely hard to ensure we are conforming to the policies and procedures defined by ISO 9001:2008 & ISO 27001:2013 and we are particularly impressed with Print Image Network Supervisor, Craig Poyser, who worked extremely hard to prepare for the re-assessment and ensured the transition from the old to new 27001 Certification was implemented within our business.”

The re-assessment marks the second celebration for the company, who earlier this year passed its three year re-assessment for the Customer Service Excellence Standard. Services Director, Stephen Power commented on the company’s achievements in 2015. “Print Image Network has always tried to achieve the highest standards possible, whether that’s quality-related, security-related or customer-related. We understand that in order to work with us our customers want to be confident that we operate in a way which makes them secure about our abilities as a supplier. We are really happy to have been recognised for all our hard work, most of all we want our customers to continue to see the benefits that achieving these certifications and accreditations brings.”

Contact Print Image Network:
Tel: 0161 209 4800
Email: sales@printimagenetwork.com

May 2015 Elections – Customer Survey Feedback

 

Print Image Network’s recent customer satisfaction survey results show a high level of customer satisfaction

 

As part of its commitment to its Customer Service Excellence standard, Print Image Network Ltd carried out a customer satisfaction survey following the May 2015 General and local elections.

Customers who had experienced Print Image Network’s service during this period 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 comparison to other electoral printing suppliers and recommendation.

Customers were keen to provide feedback in relation to their experiences, in fact 23% more customers completed the 2015 survey in comparison to customer responses following the 2010 General Election.

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 noted for the quality, reliability, design and value for money of our 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

Print Image Network also welcomed new customers during May and is happy to say that the responses from new customers were extremely positive.

“The products and service were extremely good as they were. I can’t think of any improvements”
Bath & North East Somerset Council

Print Image Network would like to thank customers for their continued service and support and will issue a full set of survey results very soon.

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

We are 15!

Print Image Network Ltd celebrates its 15th anniversary as one of the country’s leading electoral services providers.

 

Fifteen years ago, Print Image Network co-founders John Foster and Stephen Power, combined their knowledge of the print industry and the world of elections to create the election printing specialist it is today. Print Image Network is a company focused on helping to solve the election complexities facing modern local authorities and organisations. As you can imagine, this has been no mean feat.

The challenges presented by the new Individual Electoral Registration system, which was introduced in 2014, plus the recent General election and local elections, have not been without certain challenges. Such significant changes in the electoral landscape have left suppliers of local authorities needing to react to the challenges with the same agility as councils themselves.

After three General elections the company is still going strong. It has seen many changes over the years; mostly legislative, although in more recent times other external factors have influenced the way elections are managed. Budget spending cuts, the decline of voter turnout and technological advancements (or rather restrictions thereof), have all led to challenges for councils and suppliers alike. So, as electoral staff throughout the UK took a short rest following 7th May, all are back to tackle this year’s canvass.

A testament to the way Print Image Network has handled the elections this year is the encouraging results of its recent customer satisfaction surveys. To ensure continued commitment to its Customer Service Excellent standard, Print Image Network developed two customer surveys – one to collect customer opinions relating to IER and one to determine how we serviced customers during the May 2015 elections. The combined satisfaction level from respondents came to 94%.

Over the years Print Image Network has extended its range of services and markets. It also provides print services for any type of business and, with the introduction of PIPI, Print Image Promotions and Incentives, has been providing branded promotion products since 2009.

One of the biggest events in the Print Image timeline was in 2009, when a new brand was born – UK Engage. Taking its experience from within the elections arena, Print Image Network launched UK Engage, the company’s brand to service the election needs of other types of organisations, both in the private and public sector. UK Engage, became more than an elections printer it became an elections services provider. As new staff members were employed and the company grew, so did its skill set and expertise it was able to offer.

Today, UK Engage offers organisations much more than a printing service – it is now able to offer a comprehensive service which includes consulting and advising organisations on their election processes, offering a range of services to improve engagement amongst members. The introduction of electronic voting and other ‘online’ solutions have equipped UK Engage to become a major contender in this field. Today, the brand runs internal elections, AGMs, training sessions and workshops for NHS foundation trusts, social housing providers, professional bodies, cooperatives, charities and Business Improvement Districts, amongst others.

John Foster and Stephen Power have built a company that has, over the past 15 years, gone from strength to strength. Co-founder Stephen Power had this to say about the anniversary. “Print Image Network has always been a forward thinking company, both brands are evolving and adapting to the market sectors in which they operate. We are well-prepared to meet the expectations our customers have for us in the future; we’re delighted to celebrate 15 years in business and we are looking forward to the next 15!”

John Foster added, “2015 has been quite a year. No one would deny that, at times, it’s been challenging for all involved but at the same time we have overcome challenges for all our customers to ultimately deliver successful elections. This year we have also retained our Customer Service Excellence standard, which means that we have been recognised as achieving excellent customer service. No other electoral services provider holds this standard and we are extremely proud that we’ve been able to maintain such high standards and pass our three-year assessment with flying colours.”

Since the early days the company has substantially increased its workforce, increased its product and service portfolio to encompass all modern needs and its customer base is growing each month.

May 2015 – Election support products

Don’t leave it too late to order grass skirts, wristbands and queue cards

With the General Election less than two months away, local councils across the country are busy working with electoral suppliers such as Print Image Network and the like to produce the millions of postal votes, poll cards and ballot papers, which will flood homes and polling stations in the weeks to come.

We’re working hard to deliver these core products to our customers, however our electoral print goes beyond these items. So, if your council needs grass skirts and security wristbands for your count – or queue cards for your polling stations, then Print Image Network can help you in the coming weeks.

To find out more about these products visit our electoral printing page. If you are using grass skirts to count your votes you may be interested in our FREE training video here.

If your council needs to order grass skirts, wristbands or queue cards then contact us today: –

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

IER Customer Satisfaction Survey: Results

 

Excellent satisfaction results help to secure CSE accreditation

With the introduction of IER, 2014 was a busy year for local authorities and electoral services providers alike. The replacement of the old ‘household registration’ system in place of IER – Individual Electoral Registration proved unfamiliar territory for all involved.

In January 2015, following the main initial IER roll-out, Print Image Network decided to send out a customer satisfaction survey to customers. The purpose of the survey was to understand how its service was received by customers during IER, which was described as ‘the biggest change to voter registration in a generation’ by the Cabinet Office.

The results pleased the electoral printing specialist as they confirmed that customers had indeed been satisfied with the service they received during IER. The results also contributed to Print Image Network’s successful three-year Customer Service Excellence (CSE) accreditation reassessment; something that no other election provider has achieved.

Services Director, Stephen Power commented about the survey results “To achieve great feedback from our customers during what has proven to be a very challenging experience for local authorities and service providers throughout the UK, makes us extremely proud. The CSE accreditation is only awarded to companies which drive customer-focused change within their organisations, this is something that the team at Print Image Network works very hard to do.”

Highlights from the IER-related survey include:

Overall satisfaction: 100% of customers were ‘extremely satisfied’ or ‘very satisfied’ with the service they received throughout the IER transition
Sales & Account Management: Scores for the sales contacts and account managers were either ‘excellent’ or ‘very good’ – both ranked highly for their responsiveness to customers
Products: 100% of customers thought its products were of ‘high quality’ and believed that the application of the IER templates was ‘excellent’ or ‘very good’

Managing Director, John Foster was also pleased at the survey results. “Historically our customers have told us they receive an excellent service from us, therefore we felt it was important to understand if we had managed to maintain our high service levels during the complexities of the IER transition. I’m delighted to say, we did.”

Print Image Network will get its full CSE assessment scores during the next few months.