Social and Relationship Capital
Strategic priorities
- Strengthen brand trust and stakeholder relationships
- Improve member satisfaction and deepen lifecycle engagement
- Accelerate member-centred product development and financial inclusion
Committee oversight
Finance Committee
Challenges, uncertainties, and disruptive factors
Key challenge
Converting strong public confidence and member engagement into higher overall satisfaction and a broader range of relevant products. Although brand sentiment remained positive and Smartlife gained significant traction, member satisfaction remained below target and planned additions to the product portfolio were not launched during the year.
Mitigating factors/opportunities
Measures undertaken to address the challenge
The Fund fully adopted the Voice of the Customer system, receiving 17,747 responses across key service touchpoints and enabling earlier identification of service gaps and member expectations. Stakeholder relationships were also strengthened through the All-Africa Pension Summit, which brought together 650 delegates and 62 speakers from 31 countries to advance collaboration on retirement security and long-term investment across the continent.
Trend during the reporting period
Member satisfaction increased to 89%, but remained below the 92% target, highlighting the need to deliver a more consistent experience across the member journey. Tonality reached 94%, exceeding the 92% target and indicating continued confidence in the Fund. Our flagship voluntary product Smartlife recorded robust growth during the year, demonstrating growing demand for flexible savings solutions. However, delays in launching other planned products highlighted the need to translate member insights into market-ready solutions more quickly.
KPI
Member satisfaction rating of 95%
Outlook
In FY2026/27, the Fund will use insights from the Voice of the Customer system to improve service consistency, strengthen lifecycle engagement, and raise member satisfaction to 90%. Member education and communication will become more targeted, with greater emphasis on encouraging active participation, adequate saving, and long-term financial wellbeing.
The Fund will continue to expand and develop its product and partnership ecosystem through Smartlife Fixed, Amaka, and digital-platform partnerships. Stakeholder engagement and policy advocacy will also be strengthened to support financial inclusion, product delivery, and progress towards Vision 2035.