Key takeaways from our satisfaction survey

In October 2024, MEPP conducted a member survey to collect feedback on communications and services provided to members. This year was a pulse survey, which means a sample size of members were invited to complete the survey. We received 603 responses.

Notable satisfaction ratings

MEPP Administration

MEPP continues to do well. Satisfaction with MEPP’s administration, and customer service, remains high at 81% and 88% respectively. Members express high satisfaction with MEPP interactions, particularly regarding the ability to resolve issues and efforts to make members feel valued. We strive to provide the best possible service.

Communications

Members also value the communications they receive from MEPP and rate their satisfaction with this service at 83%. Member statements, the MEPP website and the online member portal are the top three valued information sources for members. Active members particularly value online tools, while pensioners rely more on the pensioner newsletter and the MEPP Matters newsletter.

Opportunities for growth

Digital Services

Interest in going paperless and accessing digital services remains moderate. Members state factors like enhancing platform accessibility, increasing communication frequency, and offering guidance on using digital tools to encourage a broader shift to paperless options. 

Awareness

Awareness of Retirement Information Consultant (RIC) services is modest at 56%. Yet, when used, these services continue to receive exceptionally high satisfaction ratings.

Thank you to those who completed our member survey. Once again, you provided us with feedback that helps us serve you better! We will be surveying a larger sample size of members in late fall 2025 – watch your inbox for an invite.