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Our membership department has again achieved the Customer Service Excellence Standard (CSE), a recognised independent benchmark of excellent service.
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.
Following the upgrade to our membership system, we continued to work hard during 2016 to ensure members received a good level of service and to enable us to return to consistently delivering high service standards. In the last quarter you will see our speed to answer calls is now back on target.
Here is a selection of some of the comments we received via our survey:
"You were able to offer me more flexible membership than another defence organisation"
"Every member of staff so far has been very courteous. Superb service. Well done, and very polite"
"The staff at the MDU are exceptional! Please pass on my thanks to a fantastic team"
"Very polite and helpful lady on the phone"
"Very happy I can pay by Direct Debit. Great service on the phone last year too. Thank you"
"I recommended you to my daughter who is a member with you now"
"Very positive experience so far!"
"The gentleman I spoke to was very polite and reassuring"
"Very impressed by knowledgeable and professional service provided"
Over the past 12 months, only 0.16% of all telephone, letter and email enquiries received by the Membership team resulted in a complaint.
When measuring quality, we take into account many factors such as:
© 2017 The DDU
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