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CalSTRS survey: 64% of members report high satisfaction; retirees report the strongest confidence

CalSTRS Benefits and Services Committee · September 26, 2024

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Summary

CalSTRS researchers told the Benefits & Services Committee that 64% of survey respondents rated overall satisfaction as 6 or 7 on a 1–7 scale, retired members reported the highest satisfaction and the system’s Net Promoter Score was 17; staff said retirement-income confidence remains a driver of lower satisfaction for some members.

Tom Buffalo, CalSTRS head of research, presented highlights from the system’s annual member survey, telling the Benefits & Services Committee that 64% of respondents rated overall satisfaction at 6 or 7 on a 1–7 scale and that the Net Promoter Score across respondents was 17.

Buffalo said the survey drew more than 2,000 active and more than 1,000 retired respondents and that the 2024 instrument reflects members’ impressions of 2023. He attributed a statistically significant dip in overall satisfaction last year primarily to members’ concern about having sufficient income in retirement, citing high interest rates and inflation as likely contributors.

The presentation broke out a composite engagement score (made from five items, including trust and perceptions that CalSTRS listens) and reported that roughly 56% of respondents scored above 5.5 on engagement. Buffalo also highlighted post-call feedback from about 50,000 phone interactions showing that roughly 97% of callers rated their service experience as satisfied or very satisfied, with staff courtesy, knowledge and timely follow-up singled out as strengths.

"64% rated either 6 or a 7," Buffalo said. He added that "73% of the respondents either rated as agree or strongly agree that CalSTRS is an organization that I can trust," and that nearly nine out of ten retired members said they were satisfied with their retirement.

Committee members asked how staff intend to use the results. Buffalo and staff said survey findings feed communications and program teams, will inform expanded retirement-readiness questions planned for the 2025 survey, and will be folded into a broader customer-experience initiative scheduled for presentation in January.

The committee took no formal action on the survey; staff said they will continue to refine measurement and operationalize point-of-service feedback to target improvements.