How we are doing

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.

Member Feedback

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

"Amy was very courteous, patient and extremely helpful in helping me to complete my query with the MDU. Thank you Amy, we should endeavour to have many more like you."

"Very polite and helpful."

"Total satisfaction and gratitude."

"I was very well informed by a professional advisor."

"Very positive experience."

"Always been a superb service."

"Highly recommended."

"Professional and friendly service."

"Friendly staff and given clear information."

"Over the years I have received excellent membership service."

"Helpfully and efficiently dealt with my enquiry."

"Good service. Keep it up!"

"Very well organised and very supportive."

"Very satisfied with the service I received."

Complaints

Over the past 12 months, only 0.14% 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.