PERF Customers to Speak Out Regarding Satisfaction
New system builds on program created in 2005
INDIANAPOLIS (Oct. 22, 2007) – When customers speak, the Indiana Public Employees’ Retirement Fund (PERF) will have an improved means of listening, thanks to a new customer satisfaction system launched this month.
Beginning this week, a cross section of active PERF members will receive calls from an Indianapolis-based research firm to determine their impressions of, and overall satisfaction with, PERF. In addition, members who have interacted with the retirement system through PERF’s call center, counseling sessions, pre-retirement workshops, retirement process or Internet site will be asked to rate their satisfaction with the service they received. PERF’s more than 1,200 participating employers also will be asked to rate their experiences with PERF.
“Customer satisfaction is a major priority at PERF and this new system will improve our ability to listen to customers and, when necessary, make changes to improve our service,” said PERF Executive Director Terren Magid. “We will continue to make our satisfaction scores public, including any areas where we are striving for improvement.”
The new system replaces a satisfaction measurement program that relied heavily on mailed surveys. Reflecting the lifestyles of many PERF customers, the revised system will rely primarily on phone and Internet surveys while continuing to provide time-of-service feedback opportunities for counseling and workshop participants.
“This new system will not only provide us a big picture overview of customer satisfaction, but also give us the ability to determine exactly what steps we can take to improve the services we provide,” said Magid. “While I’m pleased with our current customer satisfaction ratings, we need to find ways to continuously improve and the new system provides that opportunity.”
The results of each survey will be computed into a single Customer Satisfaction Index score that will be trended monthly and reported publicly via PERF’s scorecard.
About PERF
The Public Employees’ Retirement Fund (PERF) is a $17.2 billion retirement fund headquartered in Indianapolis. PERF serves the needs of more than 220,000 public employees and retirees throughout Indiana.
-END-
CONTACT:
Jeff Hutson – (317) 234-3401 or jhutson@perf.in.gov
