How we are doing

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

We are also the proud recipients of the Princess Royal Training award 2018 in recognition of the high quality of induction training implemented throughout the DDU. We are delighted to be the first medical defence organisation to achieve this accolade.

 
CSE and PRTA 2018 logos

 

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 service standards over time in four key areas.

Member feedback

Graph showing how the MDU compares with other organisations.

Pie chart showing the percentage of members surveyed that are likely to or would definitely recommend the MDU.

Graph showing satisfaction with the services received.

Member comments

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

"Thank you always you have an excellent customer service team, always very polite and helpful."

"Lovely person on the other end of the line! Professional and cheery!"

"Excellent phone support both for changing details of cover and when seeking professional advice"

"Extremely happy with your service"

"Excellent response both administrative and clinical over the years. Would recommend you to others"

"Excellent service. Great staff"

"I have always found the website easy to use, and when I have contacted via telephone, everyone has been very helpful and inquires dealt with promptly and effectively"

Complaints

Over the past 12 months, only 0.12% 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.