Our Strategy

Our members

Member engagement

With our members at the heart of everything we do, we implemented targeted outreach initiatives and high-touch engagements across multiple platforms, including radio, television, social media, and roadshows, to empower and connect with our customers.

Our flagship campaigns and engagements were designed to inform members about our products and services.

Below is a summary of the key initiatives we planned and implemented during the year.

Financial literacy outreach in Kampala

Staff at NSSF Service Centre, donate Financial Literacy Book titled "Straight Forward Financial Growth" during the Customer Connect Week.

Key issues, actions, and milestones

Original issue
Action taken
Milestones achieved
  • Celebrate the importance of customer service
  • Organised and conducted Customer Connect Week (CCW) under the theme member value creation
  • Achieved a 94.7% CSI rating during the week, which contributed to an overall annual CSI of 88%
  • We recognised over 113 staff and 14 branch networks for their commitment to delivering excellent customer service, and for being key drivers of customer satisfaction
  • A significant number of members from legacy systems lack a global identifier, resulting in incomplete or outdated member records
  • Launched the member details campaign to improve service delivery by updating employment history and publishing unallocated contributions
  • More than 100,000 customers have had their key details, including National Identity Card (ID) contact information and beneficiary data updated, enhancing our ability to improve service delivery
  • Identify and register unconverted employers to improve compliance
  • Conducted engagements with non-compliant employers to increase compliance and ensure members' contributions and obligations are met
  • Registered 13,969 new employers to a 10,000 target
  • Update employers on the Fund's business
  • Conducted 4 regional employer engagements
  • More than 2,000 employers attended the regional employer engagements
  • Improve customer top of mind awareness of the Fund's services through digital channels
  • Engagements via social media
  • Our social media initiatives led to a 70.7% increase in digital channel usage from 55.9% in 2024, and over 75% customer engagement

Social media impact

Online sentiment

Target:
65%
FY 2023/24:
74%
FY 2024/25:
83%

Penetration

Target:
40%
FY 2023/24:
56%
FY 2024/25:
78%

E-channel: walk-in ratio

Target:
91%
FY 2023/24:
91%
FY 2024/25:
96%

Index

Target:
65%
FY 2023/24:
74%
FY 2024/25:
86%

Customer testimonial

“I am still amazed, pleased and fascinated with all your collaboration and fantastic services.”

– Impressed Customer

Satisfied Customer

Key issues, actions, and milestones

Original issue
Action taken
Milestones achieved
  • Expand public and member outreach initiatives to drive financial health, building on the financial inclusion milestones achieved to date
  • Conducted more than 137 Financial Literacy (FL) trainings, webinars, and content engagement sessions to empower generations with (FL)
  • At least 80 staff were certified by Bank of Uganda as certified Financial Literacy trainers
  • Registered 15,885 members for our FL classes, compared to 25,447 in 2024
  • Engaged 810 students in Otuke district during global money week
  • Our webinars and digital FL content reached 14.4 million online users compared to 3.3 million in the previous financial year
Financial literacy programme
40 YEARS OF BUILDING THE FUTURE: POWERING GROWTH, EMPOWERING GENERATIONS