2. Member & Employer service
Our total member score is very close to the top of our peer group and we score highest for active members
CEM assess each of the peer group for their member service offering.
We score third highest overall compared to our peer group and very close to the top two (our score was 75 out of 100, above the peer median of 67).
We scored top for active members. The introduction of guidance calls and webinars, investment in digital functionality and greater use of member surveys to seek member feedback are examples that set us apart.
99.9% of USS retiring active member pension set‐ups were paid without an interruption in cashflow greater than one month vs a peer median of 65.0%.
99.9% of pension commencement lump sums were paid within one week of retirement for active members vs a peer median of 49.5%.
We score well for website use amongst active and pensioner members, with registration and use 17%-25% higher than peers.
We measure customer effort and levels of understanding, which only 45% of peers do.
The proportion of our calls that are abandoned in queue is 1% compared to a peer median of 4.5%.
We score just above the peer median for pensioners with a score of 80 vs. a peer median of 78. We score broadly in line for most assessment categories. However, some peers have greater digital functionality for pensioner members, for example allowing them to change their bank account information online and interact via secure email.