Annual Survey Finds Employers are Highly Satisfied with TCDRS


 

Each year, we send our participating employers a survey to request feedback on their overall satisfaction with the system and their thoughts on TCDRS services and employer needs. The results are used by the TCDRS Board of Trustees to help link the needs of participating employers to the daily operations of TCDRS.

Nearly 400 employer contacts responded to this year’s employer survey. Just over half (56%) of the respondents are plan administrators who submit payroll and/or help employees with benefits. One fifth make decisions about your TCDRS retirement plan and almost a quarter of respondents fill both roles.

According to the results, decision-makers and administrators alike are highly satisfied with TCDRS and our services. In the free-form feedback area, we received compliments on our customer service, education and communications, website, and plan management.

Due to your feedback, we are incorporating the following initiatives:

  • Increasing online self-service

Members and employers alike want to be able to manage more aspects of their TCDRS account online. In mid-November, we will roll out a fresh, streamlined member portal that will provide a new and improved benefit estimator tool that displays all seven payment options and the ability to securely send documents to TCDRS online.

Next year, we plan to roll out the ability for members to update banking information and apply for retirement benefits from inside their online account.

  • Making Member Services more accessible

Over the past five years, we’ve seen member call volume increase by 22%. To address this, we are adding staff to our call center to help during peak call times. We have also implemented a call back feature where members can leave their contact information and end the call without losing their place in line to wait for a representative to return their call.

We are also seeing high demand for our Member Service Field Representatives and in-person visits. This year, we launched TCDRS Online Counseling to help reach more members with retirement planning support.

Thank you for participating in the survey. We look forward to continuing to improve our services to you!