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 zero to 10, where zero 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:

"The staff members were cooperative and they dealt with me in a very respectful and professional way."

"Very helpful when I called the helpline number, there was literally zero waiting time as well which I really appreciate."

"Great customer service. Really personable customer service officer."

"Excellent service from time taken to respond to resolving the matter and providing the necessary information."

"Staff are always very member centred."

Complaints

Over the past 12 months, only 0.08% 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.