Since 2018, every email sent by Hampshire Pension Services has included a link to a customer survey. We are working on expanding this survey with links in some of our mailings. You can also complete the survey from here.
Number of responses
As the survey has only been available via our emails, we have received a comparatively small number of survey responses, compared to the total membership of the schemes we deal with. In 2018/19 we received a total of 152 responses through the survey. This increased to 232 in 2019/20.
Unfortunately, the level of satisfaction fell in 2019/20 with an increased percentage of people saying their query had not been dealt with at all well.
Quality of Service 2018/19
|Not at all well||24%|
Quality of Service 2019/20
|Satisfaction||Number of respondents||Percentage|
|Not at all well||101||44%|
We follow up every “Not at all well” response to find out how we could have improved the customer’s experience. We then analyse the response to see how we could do better and then make changes to our processes where appropriate.
The breakdown throughout the last year, of cases where a query had not been dealt with at all well, is:
|2019/20||Number – “not at all well”|
|April - June||44|
|July - September||33|
|October - December||17|
|January - March||7|
We found that the increase coincided with a period with high work load due to Hampshire Pension Services taking on additional scheme administration. There is an improving trend through the rest of the year and we are working hard to continue this improvement.
Method of communication
The survey asks customers to state how they would prefer to be contacted. Members are increasingly asking for contact by email. We are planning to move towards electronic communication for the majority of our members, while retaining choice for those who are unable to use this method.
Preferred Method of Contact 2018/19
Preferred Method of Contact 2019/20
|Method||Number of respondents||Percentage|