New Caller Satisfaction Phone Survey

NRECA prides itself in providing strong member service—modeling itself on the many examples exemplified by our co-op members. We welcome member feedback through many direct channels and want to expand this to obtain immediate caller feedback from plan participants and benefits administrators.

To address this opportunity, on Wednesday, November 9, NRECA will be implementing a brief phone-based survey to gauge caller satisfaction, customer experience and staff knowledge, starting with retirement product-related calls. This survey will allow NRECA to obtain real-time feedback on the retirement-related calls received by the Personal Investment & Retirement Consulting (PIRC), Member Contact Center and Retirement Plan Distributions teams. It will also allow management for these teams to swiftly respond to a situation that may require further assistance or recognize the strong customer service provided by these team members.

Callers initiating phone calls to these teams via 866.673.2299 will now be presented with the option to participate in a three question survey. Callers may decline participation, or engage with the survey by inputting a number to reflect their satisfaction (or lack thereof) with the level of service received during the call that was just completed. Callers also have the option to provide a “voice memo” sharing additional feedback if desired.

We welcome the opportunity this additional feedback platform provides us as we continue our efforts to provide high-quality service to our membership.