Following our third full ‘Customer Service Excellence’ assessment, it’s another pass for UK Engage.
For independent scrutineer UK Engage, and parent company Print Image Network, 2017 was a great year for customer service related accreditations and recognition. We’re pleased to report that this success has continued into 2018. Following our third ‘full’ assessment, we have maintained our Customer Service Excellence Standard for demonstrating evidence of exceptional customer service. The full assessment, which happens every three years, comprises a comprehensive submission to the assessor, followed by an onsite assessment, where staff are interviewed in relation to five key areas:-
- Customer Insight
- The Culture of the Organisation
- Information & Access
- Timeliness & Quality of Service
The assessment pass follows our Investor’s in People re-assessment in 2017, which saw us achieve the Silver Standard, exceeding the industry average in all nine of the performance indicators. The renewal of the Customer Service Excellence Standard further highlights our commitment to our customer-centric ethos.
Steve Power, Services Director and UK Engage’s Customer Service Excellence Ambassador, said of the assessment news “We are delighted that we have passed our third full assessment. Maintaining the Standard since 2012 is a result of hard work and commitment from the team. We know we cannot become complacent, as each election is different and can hold a unique set of challenges. That’s why our approach is bespoke and incorporates solutions which best suit our customers. Our work towards our three-year assessment and our annual visit is continuous and we work hard to maintain and exceed service standards.”
Customer Service Excellence Assessor, Michael Lynch, gave the following statement, “I have assessed UK Engage as part of the overall Print Image Network Assessment for Customer Service Excellence several times over the years. On my last visit, I continued to be very impressed with their attention to detail and customer-centric focus. The team works very well together and as a result well-coordinated customer service is achieved.” He continued “I spoke to several customers during the visit and they were effervescent in their praise in relation to the service that they received.”
UK Engage has many exciting initiatives planned for 2018 to further enhance the customer experience.