Member research during February and March 2020

December 22, 2019

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This research helps us understand our members' sentiment toward TelstraSuper and their satisfaction with our products and services.

At TelstraSuper we are committed to delivering better retirement savings outcomes for our members. We conduct member research and participate in industry based member research on a regular basis. The opinions and feedback our members provide are critical to helping us ensure that the products and services we offer are the right ones to meet the needs of our members.

Nature and The Lab focus groups, Skype and member research 

The research which is being done in February is conducted online by our research agency, Nature. We’re also looking to speak to members via skype and focus groups and are working with a market research recruiter Replenish QR and research company The Lab. If you wish to participate, you’ll be asked a range of questions about topics such as your interactions with us, the products we provide and the quality of services we offer. 

CSBA FEAL Member NPS Survey

During February and March 2020 we are joining approximately 25 super funds to participate in an industry association led research study, the Member Net Promoter Score Survey. This short phone based survey is organised by Fund Executives Association Limited (FEAL) and conducted by the research organisation Customer Service Benchmarking Australia(CSBA).

This Survey focuses on member satisfaction and allows us the ability to benchmark our performance against other funds as well as to gain insight into specific drivers of member satisfaction for TelstraSuper. The survey will also run again in July 2020.

Your information

TelstraSuper has provided limited member contact details to Nature and CSBA to enable participation in the research and analysis of the survey responses. Nature and CSBA have signed a confidentiality deed with TelstraSuper and have committed to ensuring that all data will be kept secure and used only for the purposes of undertaking this research. You will not be asked to provide any sensitive information such as bank details, login details, pin numbers or tax file numbers.

Research outcomes are reported in aggregate and member responses are not reported in a way that allows them to be linked back to an individual member.

What should you do?

Should you be invited to participate in this research we would be very grateful of your participation and the feedback. Please be assured that it is legitimate research undertaken on behalf of TelstraSuper. 

If you have any concerns about being contacted to participate in this or any other research on behalf of TelstraSuper you can unsubscribe to research communications by adjusting your communication preferences in your SuperOnline account. Alternatively you can contact us between 8.30am and 5.00pm (Melbourne time) Monday to Friday on 1300 033 166.

Any general advice has been prepared without taking into account your objectives, financial situation or needs. Before you act on any general advice, you should consider whether it is appropriate to your individual circumstances. Before making any decision, you should obtain and read the relevant Product Disclosure Statement and Target Market Determination or call us on 1300 033 166 for copies of these documents. You may wish to consult an adviser before you make any decisions relating to your financial affairs. To speak with an Adviser from TelstraSuper Financial Planning call 1300 033 166.