Putting Members First
Members want to 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.
Our Key objective is to be recognised by our customers as achieving customer excellence and our Customer Care programme is designed to ensure that objective is met.
Launched in February 2008 and designed with total involvement of our staff – through voluntary workgroups - ACE (“Achieving Customer Excellence”) was their vision of outstanding customer service, not something imposed. That vision has recently been redefined and launched as ACE2 part of which is the commitment of staff to study for an NVQ in Customer Care.
We do not just pay lip service to providing what members want – we ask them. Through our Client Forum we had feedback from members on our standard letters and our web project established member focus groups to identify the areas of most need and benefit to them, shaping our approach to member web services.
The bottom line for us is what members think of our service and to get that feedback we issue member satisfaction surveys on completion of a substantive piece of work (e.g., a quotation or retirement). The survey looks specifically at timing, accuracy, clarity of communication, personal service and overall satisfaction. Results have been very pleasing, with overall member satisfaction remaining at 97%.
