At the Department of Retirement Systems, our main focus is the customer. With that in mind, we interviewed more than 1,000 customers with one question in mind: What would it take for you to be a 100% satisfied DRS customer?
We took your feedback and developed the following customer expectations:
These expectations are now regularly used to measure customer satisfaction. Each month, every DRS leader calls at least one person who recently retired from a DRS system to ask, “Do you feel you got everything you needed from your retirement process?” Through these conversations, we compare the customers’ experiences with the criteria of Respective, Responsive and Right to determine whether expectations were met. The results are examined and discussed each quarter to pinpoint and follow through on opportunities for improvement.
Did we meet your expectations for customer satisfaction? Let us know!