Creating an exceptional customer experience remains central to our service delivery, reinforcing the Fund’s promise to protect what matters most to our members: their savings, dignity, families, ambitions, and future. As we work towards our Vision 2035, our ambition is to grow our membership to 15 million Ugandans while achieving 95% customer satisfaction.
Stakeholder Engagement
06Our members
Discover how we put members first through personalised service, flexible savings, digital convenience and partnerships that bring social security closer to more Ugandans, protecting their savings and helping them build lasting financial wellbeing.
Our members
Our shared progress to customer experience
During the year under review, we continued transforming the way we serve our customers by moving beyond transactions to build lasting relationships founded on trust, convenience, business agility, and value. Through continued investment in digital solutions, strategic partnerships, financial literacy, and expanded access to social security, we created more opportunities for Ugandans to secure their future and build lasting financial resilience.
Underlying every interaction is a simple belief that defines who we are and why we exist: We Believe in YOU. At NSSF, we believe in the potential of every member, the aspirations of every family, and the promise of a brighter future. Above all, We Believe in YOU.
Our key material areas to creating value for our customers
Your expectations
Our actions
Shared value
Key customer expectations
- Simplicity and convenience
- Speed, safety and accuracy
- Benefits that matter
- Clarity of offerings
Material areas
- Offering personalised services
- Provision of flexible savings plans
- Driving innovation and automated processes
- Enhanced collaboration between front-end and back-end teams
- Increased customer engagement
- Employee empowerment for excellent and consistent customer service
To achieve the following value for our customers
- Convenience
- Greater customer experience
- Safety of funds
- Inclusion and wellbeing
- Faster benefits payments
- Competitive returns
To achieve the following value for our Fund
- Increased customer satisfaction
- Increased customer coverage and shared value
- Cost efficiency
- Improved savings culture and quality of life
- Operational efficiency
- Brand recognition and trust
Our members
Customer service performance in FY2025/26
During the year under review, we actively engaged with our members and leveraged their feedback to improve our services, strengthen our systems, and shape the way we deliver value. These insights informed our innovation, expanded our reach, and enabled us to create more accessible, responsive, and member-centred experiences.
Member focus forms the foundation of our service delivery. By placing our customers first in everything we do and living up to our promise, “We Believe in YOU, we continued to strengthen trust, delivered more personalised experiences which empowered more Ugandans to secure a more financially resilient future through social security.
Your voice matters
Listening to you helps us serve you better.
