Delivering exceptional value
Customer satisfaction
88%
2023/2024 achieved
Target: 90%
88%
2024/2025 achieved
Target: 95%
89%
2025/2026 achieved
Target: 92%
90%
2026/27 target
Strategic highlights
During FY2025/26, customer satisfaction improved to 89% against a target of 92%, while the Fund's Net Promoter Score increased to 75, significantly exceeding the target of 65. These results reflect growing confidence in the Fund and a greater willingness among members to recommend NSSF, while highlighting continued opportunities to enhance the overall member experience.
Listening to our members
The Fund fully embedded its Voice of the Customer programme across key service touchpoints, capturing 17,747 real-time responses. These insights enabled faster identification of service gaps and informed continuous improvements to the member experience.
Delivering faster, simpler services
Benefit-processing workflows were redesigned, approval bottlenecks reduced and automation enhanced, reducing the turnaround time to 4.5 days, within the annual target and improving members' access to their benefits.
Expanding member solutions
The Fund broadened its Smartlife offering through group-based savings solutions and voluntary top-ups, giving members greater flexibility to save beyond statutory contributions and build stronger long-term financial security.
Looking ahead
During FY2026/27, the Fund will continue enhancing the value it delivers to members by expanding the Smartlife ecosystem and creating more seamless, personalised member experiences. The focus will be on bringing innovative solutions to market while making it easier for members to save, access benefits and achieve long-term financial wellbeing.
Key priorities include:
Expanding the Smartlife ecosystem
Enhance Smartlife Flexi and introduce innovative solutions, including an affordable housing proposition, to better support members' evolving financial needs throughout their lives.
Broadening lifecycle solutions
Progress Smartlife Fixed towards market readiness, complemented by wealth management, in-house trust services for estate planning and intergenerational wealth transfer, and access to a broader healthcare ecosystem.
Simplifying the member experience
Further automate and redesign member journeys across physical and digital channels, reducing turnaround times and delivering more consistent, intuitive, and personalised service experiences.