Satisfaction survey

2020/21 results

A Stakeholder Satisfaction Survey for the year 2020/21 was carried out in March 2021. Surveys were drawn up for members, deferred members and pensioners, relevant to the service they receive from NILGOSC. All surveys were completed online. Around 3,000 members were asked for their opinion on the service provided by NILGOSC over the course of the last year, and the response rate averaged approximately 16%. In total 481 members responded.

In addition, online surveys were also sent to all 171 employing authorities. A total of 32 employers responded to the survey, a response rate of approximately 19%. Of this 96.7% rated their overall satisfaction with NILGOSC as good or excellent.

Key focuses for the surveys were:

  • publications – participants were asked to rate publications on the relevance of information contained, presentation and layout, and ease of understanding. 
  • customer service – this section included questions relating to staff knowledge, courtesy, and professionalism.
  • my NILGOSC Pension Online.
  • NILGOSC Website

Overall satisfaction levels ranged from 81% of deferred members, to 85% of active members and 97% of pensioners to 96% of employers. The total overall satisfaction rate for member respondents was 90%. 


Respondents were asked to rank communication materials on a scale of 1 to 5 (1 being poor and 5 being excellent). Questions related to relevance of information, presentation and layout and ease of understanding. 92% of respondents rated NILGOSC communications as being good or excellent.

Customer Service

The survey examined a range of areas relating to customer service for members. Overall, customer service received a rating of 88% as good or excellent. 

My NILGOSC Pension Online

My NILGOSC Pension Online is a self-service facility that allows members to access their pension details securely and update their information.  They can check the value of their pension benefits, update personal details and estimate the value of their pension upon retirement. Elements of My NILGOSC Pension Online ranked included ease of registration, quality and accuracy of information provided, look and layout of website and ease of use. 94% of respondents rated these categories as good or excellent.


The survey asked respondents to rate the look and feel, and quality of content on the NILGOSC website. Overall, more than 96% of respondents rated the NILGOSC website as good or excellent.