QSuper number one for member satisfaction
Friday, 7 November 2014 12:45pm

QSuper has the most satisfied members of any superannuation fund in the country, according to a new report by Engaged Marketing.

The 2014/15 Superannuation Benchmarking Study also found that QSuper members were most likely to recommend the fund.

The study surveyed more than 3,720 Australians under the Net Promoter Score framework. It covered AMP, AustralianSuper, BT, Colonial First State, First State Super, HESTA, HOSTPLUS, MLC, OnePath, REST, Sunsuper, in addition to an amalgamated analysis of self-managed super funds.

QSuper achieved the highest score of any brand across all key attributes, including overall value, investment performance, fees, overall customer services, overall insurance coverage, access to quality financial advisors, website and financial seminars.

From an industry-wide perspective, however, the results were unfavourable, with the industry achieving an average of negative 29%.  The worst performing brand scored a Net Promoter Score of negative 53%.

Full details of how the other funds fared are only available to those who purchase the report.

Engaged Marketing managing director Christopher Roberts said QSuper was the "stand-out" performer in the study.

"The result is a testament to how they have been able to differentiate themselves and demonstrate their value to members, something many other super brands continue to struggle with," he said.

Roberts said QSuper's result was particularly important given 23% of all survey respondents said they chose their super brand based on a recommendation from a family member, friend or colleague.

"What these results mean is that QSuper is in a stronger position to harness the power of word-of-mouth, which is even more potent in the super industry given recommendations appear to be few and far between," he said.

As well as having the most satisfied customers, QSuper also has the highest paid chief executive of any not-for-profit superannuation fund.

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