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Dento-legal helpline

0800 374 626

How we are doing

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

Customer service excellence award logo

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.

A graph showing service standards again a number of targets over time.

A graph over time showing how we compare to other organisations. In Q3 2017 62% said we were better than other organisations.

80% of people said they would recommend us

A graph over time showing the proportion of members who are satisfied with the service they received. In Q3 2017 it was 86%

Member Feedback

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

"I received good, prompt advice about my application and I hope that it can be renewed."

"I found the staff to be very helpful and my query was sorted out quickly."

"My experience of the MDU was excellent."

"Very satisfied with my MDU membership and support received over many years."

"Rang a couple of times and both advisors were helpful and professional."

"Excellent service."

Complaints

Over the past 12 months, only 0.15% 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:

  • being mindful of security when handling your personal data
  • 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.

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