Our Strategy
Our members
We recognise the need to improve customer satisfaction, service levels, and benefits turnaround times and are actively developing strategies to achieve these goals and enhance the lives of our members.
While we have made notable progress in certain areas, we acknowledge that we fell short of our 95% customer satisfaction target as we closed the 2015-2025 strategy. We remain committed to addressing these challenges and continuously improving the overall customer experience.
Below is an extract from the CSI Report highlighting feedback from our members:
Satisfaction Rating: Qualitative |
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Customer testimonial
“Kudos to NSSF. Very professional staff and efficient service.”
In our commitment to attain a 95% customer satisfaction level before 2035, we have undertaken the following initiatives:
Ramped up our response and resolution rates by continuously enhancing digital channels, investing in multi-skilled team training, and nurturing strong leadership through specialised training and benchmark visits, particularly in customer experience teams
Aligned our processes with digital transformation goals and strengthened cross-department collaboration to close service gaps
Addressed recurring customer issues through root cause analysis, adopted a hybrid work model at the contact centre to improve flexibility, and expanded our use of big data to better understand and anticipate customer needs
Customer testimonial
“NSSF was truly an angel sent by God. Thank you for standing with my sister, that money came in at a time when Ann was on the verge of losing her life. I was by her side through the entire COVID period. Today, I won’t hesitate to approach your offices, because Ann is truly a testimony. ”
Looking ahead
As we commemorate 40 years of shaping Uganda's future, we are inspired by our vision to empower current generations, and future customers placing the Ugandan worker at the heart of our growth.
Moving forward, our focus includes:
- Amplifing efforts to induct the informal sector, improve livelihoods, and stimulate economic engagement, especially through strategic partnerships, digital transformation and Financial Literacy and Mass personalisation
- Maintaining and enhancing customer satisfaction by delivering personalised experiences and consistently high service levels
- Supporting the development of new products and services, with an emphasis on growing voluntary savings and leveraging opportunities provided by the NSSF Act
- Improving processes and promoting digital channels to enhance convenience and strengthen customer interactions
