Our B Corp journey: Customer care with measurable impact

Next, we’re turning to Customers – the impact area that looks at how responsibly a company designs, delivers and supports its products and services, including quality and safety, ethical marketing, data privacy, security and robust feedback channels.

For DP Medical, that means pairing our people-first service with disciplined, transparent practices that protect patients, clinicians and providers. It’s about continuously learning from feedback and showing how we can and do improve customer outcomes.

What does the B Corp ‘Customers’ pillar cover?

B Corp accreditation evaluates a company’s in this area through the quality and warranty of products and services, ethical and accurate marketing, data privacy and security, and the presence of accessible feedback and complaints mechanisms. It also recognises organisations whose products or services directly address social issues, such as health, by improving access, outcomes or equity.

Naturally, this aligns well with our role supplying innovative products across ENT, gynaecology, dental and forensic settings, where reliability, training, and after sales support are an essential part of the service, alongside the technology itself.

How does DP Medical already deliver for its customers?

We’re proud of the customer centric practices that have underpinned our growth, including:

Our monthly customer survey: This monthly survey, issued to all recent DP Medical customers, consistently shows high satisfaction levels with an average overall rating of nine out of ten. We track this scores continually as a management KPI and share internally to recognise colleagues and drive improvement.

Regular stakeholder research: We combine phone, email and in person touchpoints to refine products, service levels and engineering coverage, making sure we’re always delivering what our customers need and want.

Customer service initiatives that keep things simple and responsive: This includes our dedicated sales and service teams being on hand to provide demonstrations, preventative maintenance and repairs nationwide.

Leadership visibility and long term relationships: Senior leaders, including Rob Atkinson (Chief Executive) and Owen Pemberton (Managing Director) maintain direct customer contact, reinforcing our listen and act culture that dates back to our founder, the late Doug Pitman.

Shortlisted for the UKCXA ‘Best Customer Service’ award: We were thrilled to recently be shortlisted for this prestigious award, providing external endorsement of our approach to customer service and outcomes.

How will B Corp helps us go further for our customers and patients?

As we’ve said before, B Corp isn’t just a mark, it’s a continuous improvement framework. As we progress towards certification, we’ll keep refining how we operate - from how we protect customer data, evidence quality and safety, to how we turn feedback into action.

We’ll also continue entering independent awards, like our recent UKCXA shortlisting, to benchmark ourselves against the best and learn from peers.

With rigorous processes, open dialogue and clear metrics, we’ll continue to put our customers first now, and in the months and years to come.

Photo by Madison Oren on Unsplash