How we are doing

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

Customer Service Excellence logo

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 performance against targets over time

Member feedback

Members are asked to rate from zero to 10, where zero is not at all satisfied and 10 is extremely satisfied. Our target for our overall score is eight or above.

Graph showing member satisfaction over time

Member comments

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

"Customer service is very helpful. I also always get help with any other issues straightaway."

"My query was dealt with swiftly and professionally."

"Friendly and helpful advisers who deal with queries quickly and efficiently."

"Appreciated the service on the phone - polite, direct and efficient."

"Very efficient and clear communication."

"I have been a staunch supporter of the DDU since I qualified in 1986. The professionalism and guidance I have received is second to none."


Over the past 12 months, only 0.09% of all phone, 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.