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

Member feedback

    Graph showing satisfaction with our service 

Member comments

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

"Helpful, quick access, easy to access, staff pleasant and listening."

"Always been professional and responsive. Been helpful when things go wrong."

"Friendly and very helpful customer support. Easy access both via website or via phone. Straight forward renewal process."

"Great service that could not be faulted in any way."

"Prompt and extremely helpful advice over many years. Thank you."

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.