VALUABLE FEEDBACK FROM OUR MEMBER SURVEY
Thanks to all members who had their say in the Member Satisfaction survey conducted late last year by new research partner, CSBA (Customer Service Benchmarking Australia).
We received almost 3,000 responses to the survey completed via phone and online on many important areas of service delivery and compared our scores with industry standards. We measure member satisfaction with investment performance, telephone service, member service appointments, communication, website, seminars and financial planning.
Strong results were received placing State Super ahead of Industry benchmark scores across Overall Satisfaction (8.5) and delivering Excellent Financial Returns (8.2), amongst others*. Our members have expressed their confidence that State Super will continue to provide future benefit payments, reinforcing our role in supporting members best financial interests.
85% of members find current communications helpful, with high ratings for visual appeal, information on scheme benefits, articles of interest and overall easy to understand format. High scores were received across all interaction channels on helpfulness, with Telephone Service receiving a score of 8.2. We will continue to assess our service quality against best practice to identify areas for improvement.
This annual research, together with the comments and insights that we receive from our members, has become an integral part of our future planning and will help us continue to identify ways to improve the services we provide to you.
Get in Touch
We welcome your feedback at any time via our online form at www.statesuper.nsw.gov.au/contact-us
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*Source: State Super Member Satisfaction Research 2024, CSBA Ratings out of 10.