Our Customer Mission
To deliver an effective service, providing our members with the tools they need to plan for their financial future.
The customer experience is important to us, we strive for improvement, growth and development in everything we do, supporting members and employers in navigating their way through the LGPS. As such we include a Feedback Survey in all of our email footers to gain insight as to how we are doing and where improvements can be made.
Click the link to provide us with your feedback!
How are we doing?
2023 was the first full year we gained in responses, and achieved an average of 4 stars out of five for customers experience with us! This is a wonderful achievement for the team and a reflection of all the teams dedication, hard work, and continued support.
77% of responses said their query was resolved within 10 working days.
We had some wonderful comments come in for the team...
Helpful and informative explanation provided, with the offer to provide further help if I need it.
Efficient and helpful but above all very kind and understanding. I am going through quite a stressful time at present, their support has been fantastic in following up on queries.They should all be congratulated on a job well done.
Good service and I am a happy customer.
We acknowledge that we may not always get everything perfect and value all feedback. Based on the feedback received in the surveys, we have successfully identified and incorporated the following changes:
- Ensure a personal service ensuring team members are using their names in correspondence sign offs.
- More online forms introduced for accessibility, ease of access and increased self service offering.
- Improved internal processes to manage the enquiries inbox more efficiently.
- Review of Customer Service Policy and introduction of our 7 Pillars of Customer Service
During 2023 we received 84 responses, this is obviously much lower than what we would like, so we will be working hard towards increasing this during 2024 through increased awareness and publication of the results. We have also introduced a dedicated Employers Customer Service Survey, watch this space for the results!
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