In the fall of 2019, ING CDC Pensioenfonds held a customer satisfaction survey. The results showed that almost 70% of the pension fund's participants are satisfied with the fund. Moreover, almost  80% of the participants are aware that they bear the risks of their pension in the CDC pension plan. They also understand that ensuring they’ll have enough retirement income is their own responsibility. This is reflected by a growing number of visits to the online platforms.

In its annual customer satisfaction survey, ING CDC Pensioenfonds measures participants' trust in the pension fund, their awareness of pension and risks, how they rate the quality of its services, and their willingness to take action. The 2019 survey was held among employees as well as former employees and pensioners. These were the results:

Slightly more trust
Participants' degree of trust in the pension fund is slightly higher than it was in 2018. The pension fund was rated 7.5 on a 10-point scale (in 2018: 7.4). All of the target groups recognised the brand values ‘reliable’, ‘expertise’ and ‘informs me well’ most of all.

Strong rise in pension and risk awareness
In a pension plan based on an average salary scheme and fixed contributions, participants bear the risks. Pension accrual, pension benefits and future pension increases are not fixed, as they are subject to the financial position of ING CDC Pensioenfonds. Knowledge of these risks has risen sharply since 2018, from 60% to 77%.

Employees are aware that they themselves are responsible for ensuring their pension will be adequate when they retire. In comparison with 2018, this percentage rose from 85% to 94%.

Satisfied with the pension fund
Around 70% of current and former employees are satisfied with the pension fund. Pensioners are most satisfied. Around 90% of pensioners are satisfied with the pension fund as administrator of their pension plan.

More visits to online platforms
Participants’ willingness to take action has increased. Almost 90% of the participants have visited the government's website Mijnpensioenoverzicht.nl and around 50% have visited the Pension Planner.

What's next?
One of the pension fund's priorities is to help participants take action regarding their pension. That's why the pension fund will continue to develop a digital platform in 2020, as well as simplify and expand its digital processes for pension, and offer new workshops in the second half of the year .

If you have any questions, please contact the Pension Desk and keep an eye on messages posted by the pension fund.