Your feedback from the 2022 communication survey

In the July issue of MediBrief, we promised more feedback on our recent communication survey and also shared how difficult it was to reach members that didn't provide us with an email address. The survey was still ongoing when we published the July MediBrief and our success rate to reach members telephonically dropped further to an alarming 11.7%. This just shows how important it is to have your correct contact details and, if possible, your email address, as it is the most reliable and efficient way of communicating currently.

It was interesting to see that 50% of members use their printed Benefit Guide regularly and that also 50% of members indicated that they look up their benefits on the website. Both groups stated: 43% a few times a year; 7% all the time.

More than half of the surveyed members said that they registered in the member area of the Scheme website and use the self-service functionality regularly (9% all the time; 35% a few times a year). Those who indicated that they were not using the member area preferred to either email our service team or speak to somebody for assistance.

88% of the surveyed members said that they are using apps, such as WhatsApp, banking or insurance apps on their smartphones, which is an increase of 12% since our last survey in 2018. Only 7% of members indicated that they don't use apps on their phone, while in 2018 this was 33%. Some of the members who had not yet downloaded the app commented that the survey was a good reminder for them to download it and give it a try.

We always consider those members that worry whether they are tech-savvy enough to use the app - it reminds us to improve our support and education and to ensure that the app is as easy to use as possible. We are pleased to let you know that many of your suggested improvements are already on our priority list or in development; for example, biometric access for a quicker and easier login, information about remaining benefits per membership, or adding other functionality which is already available on the member login. Thank you again for participating; your feedback is very valuable to us as it helps us to allocate time and resources to improve the tools that our members prefer.

Published: November 2022.