Providing more clarity and transparency around benefit payments while improving the way we manage and respond to member enquiries and complaints.
Our customer voices
“Honestly, NSSF, the customer care is exceptional. Thank you.”
Our members
What our members are saying
Below is an extract from the CSI report about what our members are saying.
Benefits processing
Clarity of time taken for members benefits pay-out processing
Importance score (86.67%)
84.00%
Importance deviation
-2.67%
Satisfaction score (86.00%)
84.00%
Satisfaction deviation
-2.00%
MOSTER analysis
Maintain
Clear explanation on benefit pay-out amount
Importance score (86.67%)
86.00%
Importance deviation
-0.67%
Satisfaction score (86.00%)
86.00%
Satisfaction deviation
0.00%
MOSTER analysis
Rethink
Transparency in benefits pay out process
Importance score (86.67%)
86.00%
Importance deviation
-0.67%
Satisfaction score (86.00%)
84.00%
Satisfaction deviation
-2.00%
MOSTER analysis
Maintain
Timely processing of benefits pay-out
Importance score (86.67%)
86.00%
Importance deviation
-0.67%
Satisfaction score (86.00%)
84.00%
Satisfaction deviation
-2.00%
MOSTER analysis
Maintain
Easy accessibility to savings
Importance score (86.67%)
88.00%
Importance deviation
1.33%
Satisfaction score (86.00%)
86.00%
Satisfaction deviation
0.00%
MOSTER analysis
Celebrate
Account statements being reliable and easy to understand
Importance score (86.67%)
84.00%
Importance deviation
-2.67%
Satisfaction score (86.00%)
84.00%
Satisfaction deviation
-2.00%
MOSTER analysis
Maintain
Accuracy of the benefits statements
Importance score (86.67%)
90.00%
Importance deviation
3.33%
Satisfaction score (86.00%)
88.00%
Satisfaction deviation
2.00%
MOSTER analysis
Celebrate
Mode of receiving benefit pay-out
Importance score (86.67%)
88.00%
Importance deviation
1.33%
Satisfaction score (86.00%)
86.00%
Satisfaction deviation
0.00%
MOSTER analysis
Celebrate
Complaint resolution
Staff keen to listening and understanding customer complaints
Importance score (86.67%)
88.00%
Importance deviation
1.33%
Satisfaction score (86.00%)
84.00%
Satisfaction deviation
-2.00%
MOSTER analysis
Act
Quick and professional complaint resolution
Importance score (86.67%)
88.00%
Importance deviation
1.33%
Satisfaction score (86.00%)
88.00%
Satisfaction deviation
2.00%
MOSTER analysis
Celebrate
Acknowledgement and prompt response to complaints
Importance score (86.67%)
86.00%
Importance deviation
-0.67%
Satisfaction score (86.00%)
84.00%
Satisfaction deviation
-2.00%
MOSTER analysis
Maintain
Our members
Looking ahead
Vision 2035 customer satisfaction target
Vision 2035 membership ambition
While we continue to make meaningful progress in enhancing the member experience, we recognise that we must work progressively towards the achievement our Vision 2035 customer satisfaction target of 95%. We remain committed to addressing the gaps identified through member feedback and ongoing performance monitoring, while continuously improving the quality, accessibility, and responsiveness of our services.
Our key focus areas include:
Advancing our digital transformation journey by aligning business processes and strengthening collaboration across the Results Office, Commercial, Technology, Marketing, Internal Audit and Legal functions to deliver a more seamless member experience.
Addressing recurring service challenges through root cause analysis and the use of data and analytics to better understand member needs and drive continuous service improvement.
Expanding social security coverage, with a continued focus on Uganda's informal sector, to achieve our Vision 2035 ambition of reaching 15 million members.
Diversifying strategic partnerships to extend our reach, increase coverage and create greater value for members and communities.
Every member, employer, partner, and community we serve augments our strategic purpose of providing inclusive sustainable social security and shared value. Our combined efforts ensure that no one is left behind Together, we are expanding access to social security, creating opportunity, and improving lives across the country.
Because our future is built together, our journey has always been shared. Above all, We Believe in YOU.