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 set stringent performance targets and regularly survey members to see how our service is being received. The feedback we get guides improvements to our service.

Graph showing performance against targets over time. In Q3, 100% correspondence handled within 5 working days (target 85%), 80% of calls answered within 20 seconds (target 80%), 95% standard applications processed within 5 working days (target 95%), and the average quality score across all member interactions was 92% (target 85%).  

Member feedback

Graph showing member satisfaction over time. In Q3 2022, 91% of respondents were satisfied with the service they received.   

Member comments

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

"Very helpful - exceptional service."

"Have always been with DDU never had a problem. Somebody always there to take your call and answer any queries. Quotes for cover are clear."

"They're so helpful and amazing on the phone."

"Excellent service and support."

Complaints

Over the past 12 months, only 0.08% of all telephone, letter and email enquiries received by our 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.