Do you know how much pension you'll get when you're retired? Or when you need to take action for your pension? What pension choices you can make? And are you happy with the choices you've made? Our customer satisfaction survey for 2022 has produced good scores, but has also revealed room for improvement.
Every year, NN CDC Pensioenfonds conducts a survey regarding the quality of its services and communications, the degree of trust in the pension fund among participants, their knowledge of pensions and their willingness to take action. This year's survey included some new questions for pensioners about the pension choices they made in the past and whether they were happy with those choices.
Quality of the services
The level of satisfaction about the pension fund and its customer services in 2022 was virtually the same as in 2021 among former employees and pensioners. But there’s room for improvement, partly attributable to the cutback of their pension accrual in 2022 and the preceding years. The pension fund expects that these scores will improve in 2023, because pensions are increased (indexation) by 7.36% with effect from 1 January 2023. We are also working hard to improve the services provided by the Pension Desk.
Quality of communications
In comparison with 2021, appreciation for the pension fund's communications stayed high, with an average score of 8. Over eight out of ten employees said they did not feel there was a lack of information. Suggestions for improvement of the information supply varied from introducing an app, chat function to personal contact.
Trust in the pension fund
Trust in the pension fund and its investment policy increased slightly among employees and stayed stable among the other target groups. The average score in 2022 was 74%, compared with 71% in 2021.
Knowledge and action
Employees are quite well informed about pensions and pension options. They talk about these things with their families, friends and colleagues. They are aware that they themselves are responsible for ensuring they will have enough pension. And importantly, they often know when they need to take action for their pension – for example before their retirement starts. Eight out of ten pensioners are happy with the choices they made regarding their pension. They made these choices mostly by themselves.
Follow-up
The survey gives the pension fund insight into concerns and needs among participants, enabling it to adjust its services accordingly. The pension fund is going to address these points. We will keep you informed via the usual channels: the website, newsletters, emails, webinars.
