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2021 Pension Industry Customer Experience
(Retail Customers)

The purpose of the survey is to determine how much satisfaction you derive from the products and services offered by your Pension Fund Administrator. The survey results will assist KPMG in assessing and evaluating the Pension Fund Administrator (PFA) with a customer-driven focus.

Instructions
1.    1. This questionnaire contains statements aimed at eliciting your satisfaction level with the PFA’s services. For each service attribute, you are required to provide feedback on the following: :

  • Satisfaction: how satisfied you are with your PFA’s service and products
  • Importance: how valuable or important your PFA’s service or product is to you
An explanation of the response options is provided below:

Satisfaction Rating
1-Extremely Dissatisfied, 2-Very Dissatisfied, 3-Dissatisfied, 4-Neutral, 5-Satisfied, 6-Very Satisfied or 7-Extremely Satisfied

Importance Rating
1 - Not at all important, 2-, 3-, 4-, 5-, 6-, 7-, 8-, 9-, 10- Extremely important
 

Please rate ONLY your current PFA and your feedback should be based on your experience within the last six (6) months.

For Not Applicable responses, please select N/A.

Please note that at NO point during this survey will you be required to enter personal pension information.

Please provide your email address at the end of the survey if you would like a copy of the published report.

Thank you for your participation.
 
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