NGS Super is using the results of a survey conducted by the Fund Executives Association Ltd (FEAL) to improve member satisfaction.
The FEAL survey asked members how likely they would be to recommend their fund based on a variety of factors, and giving the right information, being courteous and polite, and resolving issues quickly were the top three drivers affecting member satisfaction.
FEAL gave 19 super funds scores between minus 11 and plus 30 based on the results, and NGS improved its score by 11 points from the 2010 survey to be ranked fourth, the fund said.
Investment performance was actually regarded as a weaker driver of customer satisfaction, along with time spent on hold on the phone.
The NGS Super call centre, managed by outsourcing partner Mercer, was closely linked to the survey results, the fund stated.
“There is no doubt that the service provided by the Mercer customer service team has played a big part in our improved results,” said NGS Super chief executive Anthony Rodwell-Ball.
The fund has worked closely with Mercer since the partnership began in November 2009, and the relationship shows how outsourcing can improve the member experience, he said.
“Members of the management team regularly visit the call centre to update staff on internal developments. We provide incentives for customer service excellence and we invite employees to give feedback about processes such as forms. These kinds of ongoing initiatives are central to our partnership approach,” Rodwell-Ball said.
