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How we're serving our members

Listening to your views is the one of the best ways to refine the service we provide to you. Each quarter we report our survey results, complaints and compliments, relating to the service we provide in branches or over the phone.

The way we ensure that we continue to deliver a great service is to track our Customer Satisfaction Score, which monitors the degree to which members are or are not satisfied with the services they receive, and our Net Promoter Score, which shows how likely members are to recommend the Society to others.

Read on to find out more about how our branches have been performing


Quarterly Performance Review - Branch Experience


Q4 2016 (1 September - 30 November)

  • Our customer satisfaction rating during this period was 99.59%.
  • Our Net Promoter score was 87 (on a scale from -100 to 100)



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