Following a busy year of elections, Print Image Network Ltd has today issued its annual online customer satisfaction survey to council customers across the UK.
Many councils had local elections in May and all councils were involved in the Snap General Election, which was called for 8 June 2017. With tight timescales, electoral print and mail specialist, Print Image Network was responsive to the task and ensured that all council customers deadlines were met and poll cards, postal votes and ballot books were delivered, in advance of the country’s vote.
With an impressive track record when it comes to customer satisfaction, Print Image Network is the only electoral stationery printer to hold the Cabinet Office’s Customer Service Excellence standard. The results of the questionnaire will be reported to the CSE Assessor for our assessment in January 2018.
If you are a council customer of Print Image Network, look out for your online survey which will be delivered to you by email. As with previous years, Print Image Network will donate £5 to one of its three chosen charities for customers who complete the online survey and contribute to the company’s continuous improvement.
For more information about electoral print and mail, or to discuss requirements for next year’s elections, please contact the Print Image Network team on: -
Tel: 0161 209 4800
Email: sales@printimagenetwork.com
Following the announcement that there is to be a snap General Election, Print Image Network is gearing up to accommodate customer requirements for postal votes, ballot papers and poll cards.
The UK Parliamentary General Election (UKPGE) will happen on 8 June 2017. We understand that preparing for this, as well as 4 May 2017 polls, will present certain challenges for local councils across the UK.
Print Image Network will be working, with immediate effect, to deliver all customer requirements.
Why Print Image Network: -
If you need our expertise, please do not hesitate to contact us: -
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>>
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 4800
Email: sales@printimagenetwork.com
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:
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: -
*100% satisfaction, in this instance, means that customers rated the service as ‘excellent’ or ‘very good’
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 >>
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.”
As a business that is committed to our corporate social responsibility programme, we are constantly considering the broader impact of our company actions. Print Image Network ensures that we are acting responsibly in key areas including the environment, wellbeing of employees and the wider community.
Charitable donations
This year Print Image Network asked members of staff to choose charities which were close to their hearts. Once we had all the nominations, we had a clearer idea of where charitable donations would go to for 2016. The charities which staff nominated were Cancer Research, UNICEF and Help for Heroes.
Also, as part of our activity within our local community, we support local charities and outreach programmes, including Circus Starr. Circus Starr is a not-for-profit organisation which exists to support local businesses and local children’s charities. Print Image Network purchases tickets from a unique donated ticket programme that allows thousands of children to attend free shows.
Ethical employment
When recruiting staff, Print Image Network has always been eager to encourage diversity in the workplace, providing equal opportunities for staff regardless of gender, age marital status, sexual orientation, disability, race or religion.
The company's appraisal system provides two-way communication. As the employer, Print Image Network can review an individual's strengths and progress and construct development plans for each person and in turn, employees can have the opportunity to discuss their role and thoughts about the company in a confidential, friendly and safe environment.
Other factors that reflect our socially responsible approach include:
Print Image Network has various policies, procedures and accreditations such as ISO 9001, ISO 27001, Customer Service Excellence (CSE) and Investors in People (IIP), which help to guide us and focus our corporate social responsibility efforts with both internal and external stakeholders.
Contact Print Image Network: -
Email: sales@printimagenetwork.com
Tel: 0161 209 4800
