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Customer Care
Our customer care programme is designed to make every member feel like a valued customer, dealt with in a courteous way, kept informed of what is happening and able to understand what is said to them.
Customer care is about hearts and minds. Our programme is built around our staff sharing their experiences of customer care; what has worked well and where they would like to have done better.
Knowing what gets measured gets attention, we regularly survey member satisfaction levels which are fed back externally to clients and internally to staff, as their bonus depends on achieving great customer satisfaction levels.
