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Scheme Administration - Satisfaction Survey

A Stakeholder Satisfaction Survey for the year 2017/2018 was carried out in May 2018. Surveys were drawn up for members, deferred members and pensioners, relevant to the service they receive from NILGOSC. A sample was compiled to include customers who have used our service during the year, as well as a random sample. Member and deferred member surveys were completed online and pensioners’ surveys were split between online and in hard copy via the post. Approximately 3,200 surveys were sent and the response rate was 27.5%.

In addition, online surveys were also sent to all 176 employing authorities. A total of 54 employers responded to the survey, a response rate of just over 30%.

Key focuses for the surveys were:

  •  Publications – participants were asked to rate publications on the relevance of information contained, presentation and layout, and ease of understanding.

  •  Customer service – this section included questions relating to staff knowledge, courtesy, and professionalism.

  •  Website and online communications

Overall satisfaction levels ranged from 84% of deferred members, to 88% of active members and 95% of pensioners and employing authorities who rated their overall satisfaction with the service they received as being good or excellent. The total overall satisfaction rate for all respondents was 91%, a decrease on last year’s overall rating of 87%.


Respondents were asked to rank communication materials on a scale of 1 to 5 (1 being poor and 5 being excellent). Questions related to relevance of information, presentation and layout and ease of understanding. 91.8% of respondents rated NILGOSC communications as being good or excellent, which was an increase from 88% in 2016/17.

Customer Service

This examined a range of areas of the customer service experience for members. While all areas performed well, staff courtesy and professionalism saw 95% of respondents rating the service good or excellent.

Website and Online Communications

Elements of the website ranked included relevance of information, ease of understanding and ease of finding information required. 95% of respondents rated these categories as good or excellent. 93% of active members and 95% of deferred members also advised that they would use an online facility allowing them to check the value of pension benefits, update personal details and request quotes if this service was available indicating a clear demand for this functionality among this group.

Among pensioners, 69% of members expressed an interest in this, however there was marked difference between the group surveyed by post and those surveyed online with only 41% of those surveyed by post saying they would be interested in using the service in comparison to 85% of those surveyed online.

The information gathered on the website, social media and email communications section will enable NILGOSC to identify alternative communication methods currently being used by members, enabling communications to be adapted to meet their changing needs.