Our Strategy
Our members
Our key material areas to creating value for our customers |
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| Key member and customer concerns | Material areas | ... to achieve the following value for our customers | ... to achieve the following value for our Fund |
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Customer service performance in FY25
During the financial year, we continued to deliver fast, effective, innovative customer experiences that empowered generations of members and the public, sparking curiosity, encouraging innovation and inspiring a greater aspiration to save for a better quality of life. The progress made during the reporting period is illustrated below against the key initiatives we committed to achieving.
Customer testimonial
Thank you NSSF and your dedicated team. The speed at which I got a response from your office for my queries on benefits claim is appreciated and it shows that customer satisfaction is your top priority. You are setting an example for many other offices and workplaces across the globe.
Customer-focused digital enhancements
We continued to embrace innovation and leverage technology to enhance our services empowering members through greater convenience, accessibility, and engagement, anytime, anywhere. During the financial year, the following key digital touchpoints were enhanced:
"We are committed to shaping an exceptional customer journey, driven by the belief that digital is not just the future, it is the foundation of service excellence."
Key issues, actions, and milestones |
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| Original issue | Action taken | Milestones achieved |
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