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Today we’re emailing 2,000 of our members who have recently been dealing with us to invite them to give us feedback on our customer service. The survey is part of maintaining our Service Mark accreditation.

Last February we achieved ServiceMark accreditation, a national standard awarded by the Institute of Customer Service (ICS) in recognition of our commitment to customer service.
 
The accreditation lasts for three years and as we’re now mid-way through that period, we’re required to survey members and staff again to make sure that we’re maintaining the high standards we’ve set ourselves.    
 
As a result, you may receive an email today inviting you to take part in a survey about your experience of dealing with our member services team.
 
By providing your honest feedback, you’ll help us understand how well we’re serving our members and what we can do to improve our service further.

How is the survey being conducted?

The survey is being conducted by The Leadership Factor on behalf of the ICS. They adhere to a strict code of conduct, so please be assured that they won’t be able to access any of your personal information or share your details.

The survey is open until the 11th June 2019 and takes around 10 minutes to complete.
 
We’d like to thank you in advance if you’re able to take the time to complete the survey. Your opinions are really important to us and will help us identify how we can further improve our service.