Our values journey:
In 2018, Print Image Network embarked on a project to confirm our core values. We believed that our values were best determined by those who embody them – our employees. Therefore, all employees were asked to participate in determining the company’s five core values; values that we consider to be part of our DNA.
Through a series of surveys, our employees were invited to consider a list of principles they believed best represented our company and what we stand for. Following this exercise, we organised a number of collaborative workshops where employees were brought together to openly discuss the initial findings. From these exercises, our values were revealed.
Our five core values:
Throughout the exercises, there was consistency among employees as to what they believed we stood for, which were commitment, efficiency, professionalism, knowledge and trust.
With our five core values defined, we are now embarking on the journey to live and breathe them throughout the organisation. This includes having the visible throughout our offices, on our screen savers and acknowledging values-related behaviour and results with the introduction of our values awards.
"Our ambition is to create a company-wide common and shared understanding around our five core values, translating them into professional behaviours and entrenching them in the way we work with each other, customers, suppliers, partners, and stakeholders,” says Stephen Power, Services Director and values ambassador.
Values, people and service
Of course, the ultimate satisfaction that comes with finally defining our values is how they benefit employees and customers. As a proud owner of the Investors in People (Silver) accreditation and the Cabinet Office’s Customer Service Excellence standard, our people and our customers are what make our business. Through our investment in our employees, we aim to help them to feel valued, engaged and rewarded, which can only be beneficial to our customers.
“Each year, following our annual customer satisfaction survey, we are always humbled by the kind comments our customers provide. It is interesting to see the correlation between the feedback we receive from our customers and the values our employees believe to be true. It really shows that we are living our values and have been doing so for many years,” says John Foster, Managing Director.
Print Image Network launched our core values to our local authority customers at the annual AEA Conference, 3rd-6th February 2019.
Electoral print and mail specialist, Print Image Network Ltd, has released the results of its 2017 customer satisfaction survey. Having improved consistently over the last few years, the local authority print supplier scored an outstanding 99% satisfaction rating.
The online customer survey was issued to customers from across the UK and was available to access throughout July and August 2017. Following the May local elections, plus the snap Parliamentary election in June, customers were asked to provide feedback on all areas of service, from general satisfaction and benchmarking against other similar companies, to feedback on sales and account management, quality, deliveries, reliability and customer support.
The results of the customer satisfaction survey contribute to the company’s Customer Service Excellence Standard. As the only electoral services provider to hold the CSE Standard, Print Image Network works hard to maintain high standards of customer service throughout the business.
Talking about this year’s results, Services Director and CSE champion, Steve Power, said of the survey results “Once again we are extremely pleased with the results of our online survey. Our customer-centric ethos means that we strive to deliver great service at every touchpoint throughout the customer journey. We’re glad these efforts are appreciated by our loyal customer base. It really is a testament to the commitment and professionalism of our staff.”
Scores were excellent across the board, however the team were particularly proud of the 100% scores it achieved for:
Print Image Network would like to thank all customers who responded to the survey in which the response rate had increased to 58% from 53% in 2016. Each customer who responded had the opportunity to vote for a donation to be made to one of three charities – Cancer Research, Alzheimer’s Society or Help 4 Heroes. As a result of the survey and donation requests from customers, plus a further donation from Print Image Network, the three charities will now benefit from a total donation of £450.
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: -
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: -
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: -
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>>
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 and much more.
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 >>
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;
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”.
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.”
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: -
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
Election services provider, 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.
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.