Your Feedback Matters: 2025 Member Survey Highlights and Next Steps

Thank you to everyone who took part in our spring 2025 Member Survey. We invited 31, 472 members to participate in the survey in the spring, and we had a 15% response rate—over 4500 members! Your feedback helps us continue to improve the tools, services, and communications you rely on.  

Overall satisfaction remains high, with 90% of members expressing continued trust in ATRF’s service and expertise. 

We’re also pleased to see steady enhancements in how easy it is for members to get what they need. Our Customer Effort Score (CES) — a key measure of member experience — increased from 74% in 2023 to 83% in 2025. 

Digital tools continue to receive very strong ratings, with 91% of members satisfied with the ATRF website and 92% satisfied with MyPension. 

Members who reach out directly to us for support rate their customer service experience highly. In fact, 95% of members agree or strongly agree that they were satisfied with their contact experience. 

We also received helpful feedback about how we can improve, including adjustments to annual statements, communication, website, and MyPension enhancements. These insights are already shaping our future service priorities and ongoing digital updates.