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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.
Here is a selection of some of the comments we received via our survey:
"Good experience overall."
"Query resolved quickly, thank you."
"Caller I spoke to was delightful to speak to, addressed my query appropriately and was very knowledgeable and had answers to all my questions. They were commendable and a great advocate for your company."
"Excellent customer service, keep it up. Thank you."
"Always very helpful and always solves any issues."
Over the past 12 months, only 0.13% of all telephone, letter and email enquiries received by the Membership team resulted in a complaint.
When measuring quality, we take into account many factors such as:
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