• Member satisfaction has hit a new record high of 84.8%, up slightly from 82.4% in 2016

• More importantly, intention to recommend the fund sits at 78.0%, on par with 77.1% in 2016

• Investment performance has been identified as the most important aspect of a super fund (83.6%), followed by account management (78.7%) and online account access (77.1%)

• Club Plus Super remains a highly trusted fund, with nine in 10 saying they can trust the fund

• The vast majority (more than 80%) believe we’re the right fund for their needs or feel some loyalty

• More than half (53.7%) of respondents rate the overall value of Club Plus as better compared to 12 months ago

We also asked our Foundation Members, who have been with us for over 30 years since inception; how we can improve, here’s what they said:

• Close to half (46.6%) of Foundation Members have changed jobs or industries since first joining Club Plus Super.
• When asked why they have stayed with Club Plus Super, Foundation Members most commonly say ‘Club Plus Super is a fund I trust’ (61.5%), followed by ‘investment performance’ (49.5%) and ‘good service’ (48.1%).
• The range of investment options, income protection insurance and financial advice are the products and services most valued.
• Similarly, the most liked aspects of the fund are investment performance (49.8%), income protection insurance (46.5%) and communication with members (46.4%).

Increase level of insurance awareness: With only three in 10 (30.8%) respondents knowing the level of insurance cover they have with us, down from 40.7% in 2016, member awareness and understanding of insurance remains low.

Email still preferred method of communication: The frequency of communications should be maintained with email continuing to be the preferred primary channel of communication

Revise content for eNewsletters: The majority of members (72.9%) would be interested in receiving a regular eNewsletter with content that focuses on technical information about superannuation, personal finance and investment market updates

Review account resolution process: Although the incidence of account issues among members remains very low, many of those who had problems were not satisfied with the resolution process