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.
As Print Image Network Ltd, one of the UK’s leading providers of Local Authority electoral printing services, is busy preparing customers for the IER transition, there has been little time to sit back and reflect on some of the positive feedback received by customers following the recent European and local elections.
2014 has been a challenging year for Local Authorities across the UK and councils and suppliers alike have worked together to ensure the election period was managed in a timely and professional manner. During this period Print Image Network has supported customers by printing long ballot papers, poll cards, postal packs and ancillary products such as wristbands and queue cards, to ensure polling stations were equipped to deal with the electorate come Election Day.
“Print Image Network works tirelessly to ensure customers receive a first-class service, it is one aspect of our service of which we are most proud,” says John Foster, Managing Director. “Customers have expressed to us the pressure that has been felt due to combined elections, delayed canvass and IER, at Print Image it is our philosophy to assist our customers as much as possible to help alleviate some of the pressure felt during particularly busy periods. Our dedicated account team works incredibly hard to deliver this service to our customers and we are delighted to see that it is appreciated.”
The feedback received included comments such as “The overall printing of poll cards, postal packs and ballot papers has been first-class” and “The printing was excellent, delivered on time and the service was exemplary.” Comments that were further appreciated by Service Director, Steve Power, who added “We knew 2014 would be a challenging year, the staff at Print Image worked extremely hard to deliver jobs under extreme pressure, so to receive these comments has been extremely rewarding to the management and staff at our company. We would like to thank all our customers for their continued service.”
Print Image Network is now working with customers across England and Wales to deliver IER printing such as HEFs, ITRs and confirmation letters.
About Print Image Network Ltd
Print Image Network Limited is an award-winning provider of electoral printing services to local authorities throughout the UK. It delivers a range of products and services for a variety of companies in both the private and public sector, specialising in Government electoral services including design, print, fulfilment and postal services to no less than 80 UK local authorities nationwide. Print Image Network’s offices are in Stockport, Cheshire.