How we are doing

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

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.

Member feedback

Members are asked to rate from 0 to 10, where 0 is not at all satisfied and 10 is extremely satisfied. Our target for our overall score is 8 or above.

Member comments

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

"Good customer service and quick to get through to talk to people."

"Very helpful when ringing with questions. Made adjustments to my payments when I told them I was going on maternity leave.

"Easy on the phone and managed to sort everything I needed very quickly."

"Always prompt answering my calls, very helpful and knowledgeable and polite. Always feel like I am in good hands."

"The whole process is very efficient, all the customer service representatives are understanding and very well informed."

Complaints

Over the past 12 months, only 0.06% 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:

• 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.