Member survey findings
– your feedback
At BTPS, our job is to make sure that members receive their benefits as they fall due. But, as well as fulfilling that pension promise, we want to make sure that members receive the best possible service.
A huge part of this means listening to our members so we can better understand what’s working and where we need to improve.
Comparing the December 2018 survey with the one in January 2020, it’s clear we’ve made huge strides as a result of bringing our Scheme administration in-house.
But we can’t be complacent. Despite a significant improvement over the period, many of the comments from members made it clear that there was more we could do to improve the online service and the clarity of our communications.