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:

Our promise

  1. To provide a customer service which matches and exceeds your current or previous supplier.
  2. To provide you with an excellent overall impression of our customer service.
  3. To provide you with unrivalled project management and support by your dedicated account manager.
  4. To make you want to continue to use us again.
  5. To make you want to recommend us to your industry peers.
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100% better than other suppliers icon
  1.  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

Provide you with an excellent overall impression of our customer service.
Provide you with unrivalled project management and support by your dedicated account manager.

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

You will want to continue to use us again.
And we promise you will want to recommend us to your industry peers.

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.

We would like to thank all of our customers for your continued support, and look forward to working with you all again in the future. Please don’t hesitate to contact us using the form below, email democracy@uk-engage.org or call 0161 209 4808 to discuss your ballots and elections needs.







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