Caller Satisfaction Phone Survey Is Expanded

As part of our ongoing efforts to provide exceptional service to our members, NRECA is expanding the use of a phone-based survey that seeks feedback on caller satisfaction, customer experience and staff knowledge.

More than two years ago, a survey was implemented for retirement plan participants and benefits administrators who call the Personal Investment & Retirement Consulting (PIRC) and Retirement Plan Distributions teams.

Starting this fall, this channel for feedback will be extended to those calling Cooperative Benefit Administrators’ Claims department, the Employee Benefit Services team and Member Contact Center.

Members initiating phone calls to these teams via 866.673.2299 will be given the option to participate in a three-question survey at the end of their call. Callers can choose not to participate, or they can input numbers to reflect their satisfaction (or lack thereof) with the level of service received during the call. Callers also have the opportunity to provide a voice memo to share additional feedback if they wish.

The survey will be rolled out in stages based on service area, beginning on September 4, 2025.

As a result, NRECA obtains real-time feedback on customer satisfaction and insight into our members’ needs and experiences, as well as information on call agents’ knowledge and professionalism along with opportunities for training and improvement. Often, it gives management reason to recognize the strong customer service provided by these team members.

We look forward to this opportunity for additional feedback from you and your plan participants!