Customer satisfaction index (CSI)
- FY2022/23
- 82%
- FY2023/24
- 87%
- FY2024/25
- 88%
- FY2025/26 target
- 92%
- FY2025/26 actual
- 89%
- FY2026/27 target
- 91%
Our members
Achievements against performance measures - impact over five years
Mystery shopper rating
- FY2022/23
- 82%
- FY2023/24
- 86%
- FY2024/25
- 90%
- FY2025/26 target
- 92%
- FY2025/26 actual
- 97%
- FY2026/27 target
- 91%
Net promoter score (NPS)
- FY2022/23
- 74
- FY2023/24
- 72
- FY2024/25
- 77
- FY2025/26 target
- 65
- FY2025/26 actual
- 75
- FY2026/27 target
- 72
Customer complaints and resolution
- FY2022/23
- 15,390 resolved in 5 working days
- FY2023/24
- 14,017 → 3.5 working days
- FY2024/25
- 16,349 out of 16,439 resolved in 2.18 days.
- FY2025/26 target
- 4 working days
- FY2025/26 actual
- 14,839 out of 14,617 resolved in 3.14 days.
- FY2026/27 target
- Resolved 98.8% out of 11,931 in 2.9 days.
Benefits turnaround time (TAT) days
- FY2022/23
- 11.9
- FY2023/24
- 10.1
- FY2024/25
- 5.6
- FY2025/26 target
- 4.6
- FY2025/26 actual
- 4.5
- FY2026/27 target
- 4.0
E-channels to walk-in ratio
- FY2022/23
- 93 → 7
- FY2023/24
- 91 → 9
- FY2024/25
- 96 → 4
- FY2025/26 target
- 92 → 8
- FY2025/26 actual
- 98 → 2
- FY2026/27 target
- 98 → 2