The 2021 member survey – run exclusively online for the first time – enjoyed its largest ever response, with almost 5,500 people completing the online form. A greater number of pensioners responded than ever before, and in fact seven out of 10 responses came from our retired members.
The survey is held every two years and gives the Trustees a chance to find out how members feel about the service, support and information provided by the Pension and Benefits Centre.
This year’s survey focussed on how members contact the Centre, how satisfied they are with the speed and quality of responses, especially as the team has been working from home, and the use of MyPension Online, with additional questions for those in receipt of a pension regarding the Volunteer Visiting Scheme.
Positive results
Overall levels of satisfaction with the service provided by the Centre remain high. Respondents were asked to rate the speed and quality of service received from the Centre out of 5: the average score was 4.42 for both quality and speed of service received.
Interestingly, the survey showed that there has been a significant shift in how pensioners contact us:
Having left the 91Èȱ¬ in 2017 and worked for other companies, I realise I was spoilt with the 91Èȱ¬ and others are no comparison. I am so happy to have them as my pension provider."
Over 53% of pensioner respondents have registered for myPension Online, and 39% use the site to view their payslips and P60 information.
The majority of respondents (85%) stated that it was easy to register for myPension Online. We recently refreshed both the registration and login process without compromising the security of member data, but we’re planning further improvements to make it easier to recover forgotten usernames and passwords.
The encouraging shift in member interactions online supports the Trustees’ desire to reduce the Scheme’s carbon footprint and reshape the communications strategy going forward. The next member survey will be held in 2023.
I understand that the pandemic has affected every sphere of life, but the service has continued uninterrupted. And I appreciate that. Thank you."
Please, please arrange for electronic documents online to be available to the many members who would happily accept them in place of paper. I cannot believe how behind the times the 91Èȱ¬ Pension Scheme is with this!’
I’m happy with the amount of communication I receive from Cardiff and pleased to save costs by having it sent as emails."