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 two Princess Royal Training awards. One in recognition of the high quality of training for our medico-legal team and the other for the high quality of induction training implemented within the MDU. We are delighted to be the first medical defence organisation to achieve this accolade.

CSE logo and PRTA award for 2017 and 2018

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 that over 86% of members surveyed 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:

“Simple enquiry but answered quickly and efficiently, unfailingly polite of course and professional which is a hallmark of the MDU”

“I was asked to leave and join a different organisation as it was cheaper, I refused as I have felt well supported by the MDU”

“I was very satisfied with the manner your staff handled my enquiry, excellent customer service.”

“Fantastic service that luckily I haven't had to use since I graduated. However this year required some advice for which I was very grateful. On-the-phone staff very helpful and informative. Highly recommend to my colleagues”

“I am very pleased and satisfied with the professional standards and promptness with which my query was dealt.”

Complaints

Over the past 12 months, only 0.11% 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.