Key takeaways from our satisfaction survey
In October 2024, PEPP conducted a member survey to collect feedback on communications and services provided to members. This year was a pulse survey, which means a sample size of members were invited to complete the survey. We received 1,507 responses.
Notable satisfaction ratings
PEPP Administration
PEPP satisfaction ratings remain strong. Satisfaction with PEPP’s administration, and customer service, remains high at 87% and 91% respectively. PEPP’s customer service is positively noted for its helpful and knowledgeable staff. We are Plan members too and understand the needs of our members. We strive to provide the best possible service.
Communications
Members also value the communications they receive from PEPP and rate their satisfaction with this service at 87%. The online member portal, website, and member statements are the top three valued information sources for members. Resources like the Investor Profile, retirement calculator, and the Pension Perspectives newsletter also hold significant value, especially as members age or approach retirement.
Opportunities for growth
Active and VPB members focus on receiving more frequent electronic updates while inactive members are interested in improving access to their statements and how to engage with the online portal.
Digital Services
Interest in going paperless and accessing digital services remains robust. Members state factors like enhanced platform user-friendliness, offering both digital and paper options, and increased communication frequency could influence their decision to transition to paperless communications.
Awareness
Awareness of Retirement Information Consultant (RIC) services is modest at 60%. Yet, when used, these services continue to receive exceptionally high satisfaction ratings.
Thank you to those who completed our member survey. Once again, you provided us with feedback that helps us serve you better! We will be surveying a larger sample size of members in late fall 2025 – watch your inbox for an invite.