Thank you for your feedback! Results of our digital communication survey
We recently asked you, our members, for your opinion on digital Scheme communication. We sent a survey to all the members that had provided us with their email addresses – which is 70% of our membership.
As always, your response was fantastic! We appreciate your interest and engagement. Every one of your comments was read as your suggestions often enable us to provide you with a better service. In many cases your feedback has resulted in real improvements.
Overall, the results of the survey show that you are satisfied with the current Scheme communication. We received many compliments regarding Scheme communication in general, as well as for the Call Centre and administration.
While one would assume that memberships with a higher average age such as ours, would not be as ‘digitally fit or interested’ as younger generations; this is clearly not the case for us! The average age of the survey respondents was 64 years! We even received 200 responses from members aged between 80 and 97 years! Over 76% of the recipients confirmed using apps on a smartphone and are clearly up to date with today’s communication tools. Some commented that they don’t feel that they are computer literate enough or would not have the right equipment, but all of you answered this mobile survey on either a computer, tablet or phone. In terms of communication tools our membership is well equipped; the only thing that might be lacking in some cases is tech-confidence.
But we heard you. We will continue to aim for clear, simple and straightforward communication: firstly in terms of content, as much as the complexity of Scheme topics allows, and secondly in terms of communication tools.
We are not planning on removing the Call Centre; you will continue to be able to speak to ‘real’ people in the future. We will start to prepare the 2019 Benefit Guide shortly, which we will once again print and post to you.
The purpose of this survey was to find out how digitally engaged you are, which the results have shown us.