Member Satisfaction Survey Results - Home page DB Plan

Orbiter
• 219 do not read Orbiter and of those that do, 71 do not think it is Clear and Understandable
• 406 pensioner do not feel Orbiter is relevant. Judging by several comments on the
questionnaire this high number may relate to the individual being the spouse of former
member and so no direct association with the Company
• 78 feel information is missing from Orbiter and the following are from 28 additional comments
provided relating to Orbiter
o Over half wish to see their old company mentioned/ information about their former
company ie what happened to it/ news of former colleagues
o Website for past employees
o Actual rate of increase at time known
o Assurance pension is safe
o Profile in each issue of a main board member
o Request for larger publication
o Information re current products/where we are now/performance
o Publish notice of deaths of pensioners
o certain colours on certain backgrounds are difficult to read with poor eyesight.
Payslips
• 12 do not think their payslips are Clear and Understandable
• 67 feel their last payslip was missing certain details. 14 comments received to this effect
relating to
o Detailed build-up of pension increases
o Several regarding not received a payslip recently
o No information regarding the freezing of April 2012 pension
o Had to obtain P60 information by phone
o US taxes need a calendar year statement
o Web address
o Why deduct small amount of tax, but HM then send a refund cheque year’s full amount
o Payslip more often or access to payslip information online.
General comments from Pensioners
478 added comments within this section. 390 used this section to express their satisfaction for the
service received.
• A number were appreciative of the fact the Department tracked them down from unknown
addresses to receive their pension.
• Those comparing Rexam to their other associated pension schemes rated Rexam higher
• 4 indicated they were registered blind and had our communications read to them.
• Several requests for an idea of spouse’s benefits on death /calculation method’s
• A number referred to the Equitable Life AVC compensation scheme requesting more updates
• Suggestions towards our communications/publications or requested information/clarification
for their individual circumstance.
Other comments from pensioners
Within this additional section, as well as pensioners reiterating their entries within the Questionnaire
and requesting information/explanations to their own personal circumstances, 6 Negative
comments were added; 2 relating to the lack of discretionary increases, the other 4 relating to this
Questionnaire/our printed publications.
Member Q Analysis – Pensioners 8 16 May 2013