Customer Service Excellence Leaders
UK Engage are the only electoral services provider to hold the prestigious ‘Customer Service Excellence’ award. CSE recognises and rewards organisations that prioritise customer satisfaction and demonstrate a strong commitment to customer-focused practices.
Certification requires UK Engage to be successfully assessed against five criteria: customer insight, the culture of the organisation, information and access, delivery and timeliness and quality of service.
Our team at UK Engage continually strive for and maintain the best customer service and impartial accreditation is vital to help hone our products and services to their optimum. With an overall impression of customer service of 100% in 2022/23, holding this esteemed reward means that we accompany organisations such as HM Passport Office, NHS Digital and Oxford University in being awarded the Cabinet Office endorsed accolade, and our independent assessment recognises the significant degree of work undertaken to achieve this standard, which runs through our key cultural traits, processes, and systems.
We send our customer surveys out at the end of the month when jobs are completed, and we now have a full year of responses to report to Customer Service Excellence (CSE) who regularly assess us. This provides us with the opportunity to continue to make client focus a key part of our culture, providing ourselves with strong key performance indicators.
The CSE scores and feedback over the last twelve months have been used to devise our Customer Service Excellence customer promise:
- To provide a customer service which matches and exceeds your current or previous supplier.
- To provide you with an excellent overall impression of our customer service.
- To provide you with unrivalled project management and support by your dedicated account manager.
- To make you want to continue to use us again.
- To make you want to recommend us to your industry peers.
- To provide a customer service which matches and exceeds your current or previous supplier
90% of respondents said we were an improvement on their previous supplier
10% said we were the same
0% said we weren’t an improvement
2. To provide you with an excellent overall impression of our customer service.
100% of responders said that we provided them with a ‘good’ or ‘excellent’ overall impression of customer experience
3. To provide you with unrivalled project management and support by your dedicated account manager.
Our account managers scored 100% for their project management and support
4. To make you want to continue to use us again.
100% of responders said they would use our services again
5. To make you want to recommend us to your industry peers.
100% of respondents said they would give us a recommendation
These results are cemented with regular feedback from our longstanding customers who insist that they are so grateful for the level of service we offer, and which is a key reason why they are so glad to have their contracts with us.
"I found the process very easy, from initial contact through to the talk through of what was required, quote and introduction to Graham. Would definitely recommend UK Engage".
New client in the Medical Field
"UK Engage provide a quality efficient service that I would strongly recommend".
Uttesford BID Ballot
"I’d like to say a massive thank you for all your efforts today for the AGM. Given that it was the first time we have ever done a fully hybrid event with formal online voting I was incredibly impressed with how seamlessly everything went – a huge testament to everyone’s hard work. The feedback from members has been positive and they very much seemed to enjoy the morning".
"This was the first election that I have been part of, and UKE were great at taking me through the process i.e. explaining what needed to be done, why and when."
Kessia - NHS Trust
"UK Engage take the hard work and worry out of the process and the online system reassures our members that it’s professional and impartial."
An existing and regular client
UK Engage made our election process smooth and trouble free, everything happened as expected and on time.
British Institute of Cleaning Science
"Kelly, I just wanted to say a big thank you for the work you and your team put in for the AGM, this year. All went well on the day and all resolutions passed."
Lisa, British Sky Diving
"I would like to thank you and your team for the level of service received throughout the process. It has been World class. Thank you for confirming from your perspective and UK Engage that all the ballots were effective and in accordance with good practice. We look forward to working with you and your team again soon."