Customer Service Drive Nets Results at PERF
Quarterly scorecard illustrates solid performance
INDIANAPOLIS (Nov. 16, 2007) – Solid performance in customer service resulted in positive quarterly satisfaction survey results at the Indiana Public Employees’ Retirement Fund (PERF). This information, contained in PERF’s quarterly scorecard, was provided to the fund’s board of trustees at its Nov. 9 meeting.
The scorecard for the quarter ending Sept. 30 contained a new category regarding how long those calling PERF’s call center must wait to speak to a customer service representative. In the first quarter of reporting, more than 80 percent of callers were able to speak with a representative within 30 seconds.
Also in the quarter, 95 percent of distributions from members’ annuity savings accounts were processed within 30 days, and 92 percent of retirements were processed without payment interruption, despite larger-than-normal numbers of retirements.
“Our focus on customer service is an important part of being accountable to those we serve,” said PERF Executive Director Terren Magid. “With our quarterly customer satisfaction index hitting an all-time high of 90.1 percent, I’m confident we’re headed in the right direction.”
About PERF
The Public Employees’ Retirement Fund (PERF) is a $17.2 billion retirement fund headquartered in Indianapolis. PERF serves the needs of more than 220,000 public employees and retirees throughout Indiana.
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CONTACT:
Jeff Hutson
Director of Communications
(317) 234-3401
jhutson@perf.in.gov
