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.’
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