Member Satisfaction Survey Results - Home page DB Plan

DEFERREDS 8,893
Returned 361 (355 postal, 6 online)
• 16 overseas
• Of the members who entered their Gender, 266 were Male, 91 Female
• Age ranges, 13 were in their 30s, 37 in 40s, 158 in 50s and 264 were in their 60s
• Business categories – 119 as former Paper employees, 50 Plastic, 29 Packaging, 30
Glass/Redfearn 22 PLC/Corporate and 20 from Cans/ANC, the remainder identified
themselves in the OTHER category.
First Contact with Pensions Department
• Earliest initial contact was made by 2 members in 1972. 8 others made contact in 1970s, 27
during 1980s and 66 during the 90s. Majority (141) have made contact during the 2000s,
with 105 of those being since 2006.
• Over 96% positively rated the responses for the Initial Telephone and Letter Contact, and over
95% for Email. The Poor ratings related mainly to Speed and Quality rather than Politeness.
• 85 additional comments received relating to First Contact:
o Over 80% of these remarked on the reason for the contact (ie address change) and also
the efficiency of the response/staff.
o 10% contact was made via a financial manager/Company on their behalf
o 4 referred to impolite personnel. These were noted in 1984, 1990, 2001 and 2006
o The remainder expressed their dissatisfaction with the response given
Last Contact
• 1 deferred last made contact in 1982, the rest were during 90s (21) and 2000 (222). The
majority of these were in the last five years (2008 =16, 2009 =24, 2010 =29, 2011=37
with 70 last contacting the Pensions Department in 2012).
• Over 97% positively rated the responses for their Last Telephone Contact with the Department.
• Over 95% were more than happy with their Letter and Email Contact. The Poor ratings
related mainly to Speed of response for all categories and Quality and Politeness for
Telephone and Letter contact.
Complaints
• 9 deferred members had cause to complain (2 within last 12 months, 5 within the last 5
years), additional comments received on the complaints covered
o Negative comments towards staff attitude
o Incorrect figures
o Unsatisfactory response or having to chase
o Pension not paid into bank caused overdrawn charge
Internet
• 282 said they have internet access, whereas 6 do not
• 50 had visited our Plan and all but 3 thought it was clear and understandable and provided
the information they were seeking
• Just 3 comments were received under information missing on the website and these related to
availability of individual forecast information online and exclusion data and policy
• 78 confirmed they use social media, 232 do not
• 283 feel the frequency of our communications is Enough, 4 believe it is Too Little whilst
another 4 feel it’s Too Much.
Member Q Analysis – Deferred 4 16 May 2013