POWERED BY MOMENTUM MEDIA
NPS survey good indicator of member engagement
Super fund members found the Net Promoter Score (NPS) Survey is a good tool for gauging member engagement and keeping in touch with member needs.
The survey measures customer satisfaction by giving each participant an NPS.
It was developed jointly by the Fund Executives Association (FEAL), Customer Service Benchmarking Australia (CSBA) and Melbourne Business School (MBS).
Research director of CSBA Pat Heaslip said survey participants found the survey useful for future strategy and planning initiatives.
Over 30 superannuation funds from around Australia participated in the survey this year.
Heaslip said 200 super fund members from within each of the funds were interviewed in over 6000 interviews.
"This gave us a real insight into what drives customer satisfaction. In addition, we interviewed 50 employers from 11 funds to assess their satisfaction in dealing with superannuation funds," she said.
The NPS is a metric obtained from responses to the question "how likely are you to recommend".
The results were then analysed at the MBS at a workshop, facilitated by a specialist in the field.
Acting CEO of FEAL Joanna Davison said the survey was a cost effective way of measuring and improving member satisfaction and retention.
"It has become the recognised industry benchmark, and as a result, a number of boards and CEOs now require a benchmarked NPS in their regular reporting," she said.
Recommended for you
The lower outlook for inflation has set the stage for another two rate cuts over the first half of 2026, according to Westpac.
With private asset valuations emerging as a key concern for both regulators and the broader market, Apollo Global Management has called on the corporate regulator to issue clear principles on valuation practices, including guidance on the disclosures it expects from market participants.
Institutional asset owners are largely rethinking their exposure to the US, with private markets increasingly being viewed as a strategic investment allocation, new research has shown.
Australia’s corporate regulator has been told it must quickly modernise its oversight of private markets, after being caught off guard by the complexity, size, and opacity of the asset class now dominating institutional portfolios.
TOP PERFORMING FUNDS
ACS FIXED INT - AUSTRALIA/GLOBAL BOND
Fund name
3y(%)pa
1
DomaCom DFS Mortgage
92.15 3 y p.a(%)
2
Global X 21Shares Bitcoin ETF
53.24 3 y p.a(%)
3
Global X GlobalX FANG+ ETF
43.15 3 y p.a(%)
4
DomaCom Shoreline North Coogee
36.26 3 y p.a(%)
5
GAM LSA Private Shares AU I
35.87 3 y p.a(%)
