PEPP Members Spoke: Here’s What You Told Us in 2025!

More than 2,000 PEPP members shared their voice in the 2025 Member Survey. And, the message is loud, clear, and energizing:  members trust the plan, value the service, and want even more ways to stay informed and confident about their retirement journey. 

Your input as a member is shaping how we evolve your pension experience and we’re excited to share what you told us.

2025 PEPP Member Survey Results

Here’s what you told us and what we’re doing with it.

In October and November 2025, PEPP invited a representative sample of members to share feedback on their experiences with the plan. Over 2,000 members took the time to respond. We extend a big thank you to those members!

What You Told Us

Strong Satisfaction Across Core Service Areas

Members continue to express high levels of confidence in the services and support they receive through PEPP.

• 91% are satisfied with the quality of customer service
• 85% are satisfied with PEPP’s plan administration
• 87% are satisfied with the communications they receive

These results show that members value knowledgeable staff, clear service interactions, and accessible information; all things we’re proud of. As plan members ourselves, we understand how important it is to get clear answers and timely support, and we’re committed to delivering that.

Where we can do better

Your feedback also highlighted areas where we can improve. Some of the themes include:

Raise awareness of services currently available to you

• One-to-one meetings, at any career stage, with our financial planners to receive personalized guidance on your PEPP Account;
• Retirement planning education through workshops/webinars
• Online retirement planner, available through your member online account, where you can model different retirement scenarios to help you forecast and/or plan your retirement.
• Paperless communication, remains optional but easy to switch.

Enhanced communication

• Clearer, simpler explanations of pension information;
• Clearer guidance on investment options, fees and projections;
• Additional planning support for early- and mid-career members around retirement; and
• Personalized insights as retirement approaches.

Opportunities for growth

Your insights help us shape future enhancements, ensuring PEPP meets your needs at every stage of your career and into retirement. And we’ve got good news!  Work is already underway to address some of the opportunities you presented! 

• Watch for an enhanced PEPP website with tailored pathways to increase findability of information you need.
• We’re working on targeted messaging, so you receive the right message, through the right channels, at the right time.
• Process optimization is underway with our staff to create better member journeys with consistent and high-quality service.

Thank You

We appreciate your time, honesty, and ongoing engagement. Your insights play a crucial role in helping us enhance the services and tools you rely on.