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Scheme Administration - Satisfaction Survey

A Stakeholder Satisfaction Survey for the year 2016/2017 was carried out in May 2017. 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 3,300 surveys were sent and the response rate averaged at 20%.

In addition, online surveys were also sent to all 176 employing authorities. A total of 40 employers responded to the survey, a response rate of 23%.

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 75% of deferred members to 98% 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 87%, a decrease on last year’s overall rating of 88%.


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. 88% of respondents rated NILGOSC communications as being good or excellent, which was an increase from 86.9% in 2015/16.

Customer Service

As with previous years, staff courtesy and professionalism was ranked highest across all groups with an average of 4.62 out of 5.

Website and Online Communications

Elements of the website ranked included relevance of information, ease of understanding and ease of finding information required. 90.6% of respondents rated these categories as good or excellent. 97% of active 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.

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.