ING CDC Pensioenfonds’ annual customer satisfaction survey monitors the level of trust in the pension fund and pension awareness. The survey also covers the quality of the pension fund’s services and communications. ING employees are aware that it’s their own responsibility to ensure they’ll have enough income when they retire. However, less employees were aware that the pension plan was modified with effect from 1 January 2018.

Employees of ING were invited by telephone and online to give their opinion on the quality of the pension fund’s services, as well as on the clarity, timeliness and relevance of its communications. The survey also measured the level of trust they have in the pension fund and whether participants are aware of their own responsibility and the fact that the pension plan had been modified with effect from 1 January 2018.

Summary of scores

• Two thirds of the participants are satisfied with the pension fund.
• Two thirds of the participants have faith in the pension fund.
• Over half of the participants are aware that the pension fund’s financial position is subject to risks.
• 80% of the participants are aware that they themselves are responsible for ensuring they’ll have enough income when they retire.
• Two thirds of the participants feel the pension fund's communications are polite, fair, clear and comprehensible.
• Two thirds of the participants feel the pension fund's communications are comprehensible and provide adequate information. They also feel the communications are well designed and convey important information.
• Two thirds of the participants are satisfied with the Pension Desk (easy to reach, empathetic about personal situations, professional, deliver on promises etc.).
• Half of the participants are aware that the pension plan was modified with effect from 1 January 2018.
• More than half of the participants recognise the pension fund's brand values (reliable, professional, honest, personal and client friendly).

From scores to practice
The pension fund's average score in the survey was 7, with some upward peaks for the topic of participant’s own responsibility and the quality of communication. Topics like the employee's contribution, the pension fund’s cost structure and the way in which the board takes decisions and risks, are valued by the participants. This is why the pension fund communicates regularly on these topics via its website and newsletters.

The survey also showed that ING employees feel a need for personal advice regarding their pension situation in certain phases of their lives (for instance when leaving employment). To address that need, ING CDC Pensioenfonds and Pensioenfonds ING started a new workshop in February for employees who have been made redundant: ‘Insight into your pension’. Click here for more information.