How we are doing

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.

Member Feedback

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"

Complaints

Over the past 12 months, only 0.16% 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.