FROM: Colin Bishop, Chief of Member Services
SUBJECT: Informational Item: Presentation of SBCERA's 2024 Member Engagement Survey Results
RECOMMENDATION:
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Presentation of 2024 Member Engagement Survey.
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BACKGROUND:
In June 2022, the Board approved SBCERA's Triennial Strategic Plan for Fiscal Years 2023-2025, which prioritized a Member Engagement Survey in support of our Superior Service Experience pillar. This survey is a follow up to our 2021 member engagement survey and will help drive our member experience efforts. The purpose of the survey was simple: we want to provide the best customer service to all our 48,000-plus active and retired members. This is the third survey of its kind over the last six years and we've asked many of the same questions, which allows us to look at exactly how we're tracking in a number of key categories. We also added new questions to the 2024 survey to reflect recent changes we've made to our services.
The survey was conducted by Probolsky Research, a leading survey firm based in Orange County. Probolsky has run surveys and research projects for dozens of government clients across Southern California, including many cities and special districts in San Bernardino, Riverside, Orange, and Los Angeles Counties. A link to participate in the online survey was sent to all SBCERA members for whom we had an email address. In total, 2,642 active, retired, and deferred SBCERA members completed the survey.
Probolsky Research will present the results of the 2024 survey. SBCERA Chief of Member Services Colin Bishop will then discuss the places where SBCERA is doing well, and the strategies and operational approaches that staff will use to make improvements.
BUDGET IMPACT:
None.
STRATEGIC PLANNING GOAL/OBJECTIVE:
Operational Excellence & Efficiency
STAFF CONTACT:
Olivia Applegate
ATTACHMENTS:
Exhibit A: Probolsky Research - SBCERA Membership Survey - 2024 - Results Presentation
Exhibit B: 2024 Member Engageme...
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