The Alberta Teachers' Retirement Fund (ATRF) 2017 plan member survey shows our customer service levels remain high, with plan members finding value in our website, information materials and our online MyPension tools and service.
"Our goal is to regularly assess how ATRF meets and responds to plan member information and service needs," said Rod Matheson, CEO. "We are encouraged to see very positive results on a
number of fronts, and we are also armed with information we can use to
enhance services for our plan members."
ATRF had an extremely high customer service satisfaction score of 92%, and an 81% overall satisfaction level. A few other key results include:
- 90% of respondents rated the website as good or excellent
- 91% rated our online services as good or excellent
- 84% rated our communication materials as good or excellent
The 2017 plan member survey was conducted via email and sent to 52,230 active, retired and inactive members. More than 14,000 replied for a very strong 31% response rate.
ATRF has surveyed its plan members since 1997 (every two years for active members, and every four years for retired members). This was the first time we surveyed all plan members and included inactive members.
In the future, ATRF plans to engage employers in a similar survey to ensure their needs and concerns are being addressed.
Click here for more information on the survey.