In October 2022, PEPP conducted a member survey to collect feedback on services provided to members. A random selection of members were invited to complete the survey, and we received 1,390 responses.
We’re pleased to report that 91% of members said they were satisfied with the level of customer service PEPP provides.
We strive to provide the best service to Plan members. We are Plan members ourselves and headquartered in Saskatchewan, which means we understand the needs of our members from across the Province.
85% of members surveyed said they were satisfied with the quality of communication and materials provided by PEPP. We offer a range of communications to members, and we saw this reflected in members’ Top 5 preferred communication methods:
- Email 71%
- PEPP Website 41%
- Telephone 38%
- Mail 24%
- Face-to-face 18%
The top 3 referenced PEPP information resources were:
- PLANet (your PEPP online account)
- PEPP website
- Pension Perspectives newsletter
The 2022 results showed 81% of members are satisfied with PEPP’s plan administration, which is a downtrend from 2021. We recognize that 2022 was a difficult financial year worldwide, and understand members are concerned about their portfolios. Markets are now trending upward, and we encourage members to actively monitor their fund performances through the PEPP website.
More than half of Members (53%) who recently visited the PEPP website said it had improved in the last year. We rolled out an updated website (February 2022), and are pleased to see Members have noticed improvements to its design and user friendliness.
76% of surveyed members said they were interested in accessing digitalized PEPP services, and 55% were interested in paperless statements and newsletters. We’re excited to hear this, as PEPP continues to encourage members to go digital to lower our environment impact and save costs.
Who responded to the survey?
The majority of responses came from Active members (54%), followed by Pensioners (26%) and Inactive members (20%).
Members age 55+ were the biggest age response group (53%), followed by 35-54 (36%) and 18-34 (11%).
Finally, Mid-Career members made up 38% of responses, followed closely by Post-Retirement (32%). The rest consisted of Pre-Retirement (19%) and Early Career (10%).