How we are doing

Our membership team has again achieved the Customer Service Excellence Standard (CSE), a recognised independent benchmark of excellent customer service. 

We are also the proud recipients of the Princess Royal Training award 2018 in recognition of the high quality of induction training implemented within the DDU. We are delighted to be the first medical defence organisation to achieve this accolade.

CSE and PRTA 2018 logos

Service performance

We want our members to receive a better level of service than they would receive elsewhere. To achieve this, our membership team sets stringent performance targets and regularly surveys members to see how our service is being received. The feedback we obtain guides improvements to our service.

Graph showing service standards over time in four key areas.

Member feedback

Graph showing how the MDU compares with other organisations.

Pie chart showing that over 86% of members surveyed are likely to or would definitely recommend the MDU.

Graph showing satisfaction with the services received.

Member comments

Here is a selection of some of the comments we received via our survey:

“I have always found the DDU to be very helpful and professional, because of the level of service I have received over the years from your staff, I wouldn't consider any other dental indemnity company”

“I think you're doing a great job.  Staff are friendly, approachable and knowledgeable”

“Excellent, prompt and efficient service. Clear responses. Many thanks.”

“Over the years that I have been a dentist /Clinical Director I have had a few occasions to contact the MDU. I have been well informed and received information in a timely manner.  I could not fault the services that I have received. I will be retiring in March 2019 but would contact again if I return to clinical work.   Thank you for all year services over the years (and supporting my staff)”

“Highly satisfied with process, timing and handling of query regarding changes to membership”


Over the past 12 months, only 0.11% of all telephone, letter and email enquiries received by the Membership team resulted in a complaint.

Quality of service

When measuring quality, we take into account many factors such as:

  • the politeness and professionalism of our staff
  • the clarity and accuracy of the information we provide
  • the tone of our correspondence
  • the overall time it takes to handle your enquiry
  • being mindful of security when handling your personal data.