Member research during July and August 2020
June 15, 2020
During July and August you may receive an invitation to participate in member research. 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.
CSBA FEAL member NPS survey
During July and August 2020, we are joining approximately 25 super funds to participate in an industry association led research study, the Super Member Customer Experience Benchmarking Survey. This is comprised of a short phone based survey and a short online survey and 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 February 2021.
U1 Group In-Depth Interviews
During July and August 2020, we are conducting several in depth-member interviews to understand expectations, motivations, and behaviours in relation to TelstraSuper. These sessions are conducted by our research partner U1 Group and these remote sessions typically run for approximately 60 minutes. If you wish to participate, you’ll be asked a range of questions about topics such as your interactions with us and the quality of services we offer.
Your information
TelstraSuper has provided limited member contact details to U1 Group and CSBA to enable participation in the research and analysis of the survey responses. U1 Group 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.
Have your say
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.