To make sure we provide services that meet our members’ needs, each quarter we enlist the help of an independent research consultant to survey members who have been in recent contact with us.

Our member satisfaction survey gives us valuable insights into:

We’ve been surveying our members for more than 20 years, with results consistently positive. We’re always seeking to improve our services and believe the best way to achieve this is by listening to your feedback and using it to make changes for the better.

Below we share key findings compiled from the past year of surveys, and outline how we’re turning your feedback into action.

Overall, our members are satisfied with our service

2020 was an extraordinary year as COVID-19 reshaped the social and financial landscape. As a result of turbulent markets and the early release of super scheme, we experienced a sharp rise in contact from members.

While increased demand placed additional pressures on the business, we made every effort to continue to deliver quality service and were pleased to find member satisfaction remained high throughout this period.

Key findings from our 2019/20 survey results include:

  • 91% of members are satisfied with the service provided by GESB, with 82% rating their satisfaction as 8 to 10 out of 10
  • 80% of queries were answered the first time the member contacted GESB. Of those unresolved on first contact, 33% were solved by the same person they dealt with initially
  • Trust in GESB to do the right thing is strong, with 77% of members rating their level of trust as 8 to 10 out of 10, and 43% trusting us ‘a great deal’ (10 out of 10)
  • Our consultants are rated as ‘helpful and friendly’, ‘knowledgeable’ and valued by members for providing ‘timely information’ and ‘excellent service’

This infographic shows a comparison of overall member satisfaction in 2018/19 and 2019/20. In 2018/19, 87% of members were satisfied with the service provided by GESB, with 77% rating their satisfaction as 8 to 10 out of 10, and 10% rating their satisfaction as 6 to 7 out of 10. In 2019/20 member satisfaction increased to 91%, with 82% rating their satisfaction as 8 to 10 out of 10, and 9% rating their satisfaction as 6 to 7 out of 10. Member satisfaction in both years exceeded our target of 80%.

How we're using your feedback

Over the years, we’ve listened to member feedback and incorporated suggested changes into how we operate – which has led to increased member satisfaction.

For example, we have introduced a Case Management program following feedback from members that they wanted to speak with the same consultant when they rang about an issue, if it wasn’t resolved the first time. This has resulted in a 10% increase in the number of calls being resolved by the same person.

While the overall results remain positive, the 2019/20 survey feedback gave us further opportunities for improvement. In the future, we’ll be focusing on:

  • Increasing engagement with you about the things you need to know at your particular stage in the super or retirement journey
  • Providing timely updates on changes that may impact you
  • Making an effort to assist you beyond your initial enquiry

Alongside our quarterly surveys, we always welcome your feedback as a member. Please feel free to contact us to share your thoughts or experiences with our service.

Find out more

Page last updated 09 July 2021

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