Annual FEAL Superannuation NPS Survey
The FEAL NPS Survey is entering its fifth year and just keeps getting better.. This is the only benchmarking survey of its type in the superannuation sector and the more funds that participate, the stronger the results are for everyone.
More than 60 fund executives attended the workshop last year and we achieved a Net Promoter Score of +54 for the program, an excellent result. We also received some very kind feedback about the workshop, including:
"It was interesting to hear about our peers' challenges. It also helped me to cement that what we're doing is on the right track."
"I liked it that it was a collaborative effort from all funds actually working together rather than against each other and actually meeting other people from the industry."
"I left with many ideas and food for thought."
The FEAL NPS Member Survey will enjoy some important enhancements this year in response to feedback from last year's participants.
- Bigger Sample. The sample size for the member survey will double to 200 per fund for only a very modest increase in cost.
- Streamlined Reports. Reports will be streamlined to present the information in a simpler, more digestible format.
- More Academic Involvement. Melbourne Business School's Associate Professor of Marketing, Don O'Sullivan, joins us to bring academic insight and analysis to our five years of data. Don's impressive background includes extensive investigation into the relationship between customer service and company performance.
The program has been enthusiastically endorsed by many participants, including FEAL directors.
"Over the past four years the FEAL NPS Survey has provided our Fund with valuable insight into the impact a significant merger combined with a change of administrator can have on the servicing of members. After a very high NPS in 2009, our score plummeted in 2010 when the merger occurred and has since been gradually climbing again.
In addition, with our Fund having 3,300 Account Based Pension Members with total account balances in excess of $900 million, we were able to evaluate the major benefit of introducing an in-house call-centre for our pensioners.
We look forward to participating in the Survey again this year. With this being our third year of the Employer NPS, we will be extremely interested to see the trend in this very important part of our business."
Joe Faruggia, Fund Secretary, Catholic Super
The Employer Survey will be conducted again this year - our fourth year. If you haven't participated in this before, you may want to consider it this year, especially in light of the MySuper changes.
Registration for 2013 is available NOW. Please complete the registration form by clicking HERE and return as soon as possible.