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 get guides improvements to our service.

Member feedback

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

Member comments

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

"Informative, active, easily contacted."

"Helpful and friendly - gives me confidence."

"Very lovely to speak to and knowledgeable. Got straight to the point and gave brilliant aid."

"Polite, competent, easy to understand adviser. Thank you."

"Staff were very helpful and empathetic."

Complaints

Over the past 12 months, only 0.07% of all phone, 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.