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.

Key findings:

December 2018 January 2020

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Clarity Up 18%

60% 78%

Ease Up 18%

54% 72%

General satisfaction Up 19%

63% 82%

Helpfulness Up 16%

66% 82%

Next steps explained Up 18%

57% 75%

Online experience Up 18%

56% 74%

Speed Up 18%

60% 78%

Telephone experience Up 19%

56% 75%

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.