OMERS asks stakeholders for feedback on service and the plan
OMERS uses a research firm to conduct telephone surveys with randomly selected plan members and employers. The latest survey series begins in May 2009. OMERS will be asking members and stakeholders to rate:
- the service they received from OMERS; and
- their perceptions of OMERS as an organization.
“These surveys with our members and employers provide valuable feedback,” said Jennifer Brown, OMERS Chief Pension Officer. “This feedback helps determine how we can improve our service.”
Privacy and personal information
Following professional standards, the research firm will not ask for any personal information, such as date of birth, social insurance number or financial details.
All information about members and participating employers that OMERS collects in the normal course of administering the plan is protected and handled in accordance with OMERS Privacy Policy.
If a member or employer is contacted and has any concerns in the course of the survey, they should ask the research firm for the number of the OMERS contact.
2008 survey results show high levels of client satisfaction
Results of client surveys conducted in 2008 were very positive. Members and employers gave high ratings for satisfaction with OMERS service. The ratings are on a scale of 1 to 5, with 4 being “satisfied” and 5 being “completely satisfied.”
“Transactions” with OMERS
(such as submitting a request for a retirement pension, or a pension estimate, etc.)
- 91% of members and employers who had a recent transaction with OMERS gave a rating of 4 or 5 for satisfaction with the overall level of service.
- 97% of members gave a rating of 4 or 5 for satisfaction with the timeliness of getting their first retirement pension payment.
Contact with OMERS Client Services
- 87% who contacted OMERS Client Services (our call centre) gave a rating of 4 or 5 for satisfaction with the overall level of service.
Employer responses
- 95% of employers gave a rating of 4 or 5 for their satisfaction with the overall level of service provided by OMERS.
- Roughly half of employers surveyed said an OMERS representative had visited their office in the past year; 94% rated the visit at 4 or 5.
