We’re listening to you; here’s what members like you are telling us
We launched our Member Sentiment Survey to better understand members’ thoughts on our service, performance and Ontario Teachers’ overall. These insights will help us improve how we serve and communicate with our members.
We received over 4,500 responses in 2024, representing perspectives from a diverse group of members. We heard from a 60/40 split between working and retired members, roughly reflecting our overall membership.
2024 survey response breakdown
4500
Total responses
60
Retired members
40
Working members
Here are some key trends from what members have told us so far.
A majority of members said they’re moderately to extremely satisfied with our service
Throughout 2024, members gave us high service satisfaction scores. Using your feedback, we strive to continuously improve our service channels and the overall member experience to meet members where they are most - online.
Did you know 99% of pension applications submitted in 2024 were completed online?
Our digital-first approach simplifies access to information and empowers members to make informed decisions online at anytime, anywhere. To provide members with a smooth digital experience, we leverage feedback received in usability sessions, survey responses and our interactions with members. We know that more complex needs require a human touch, and our Assisted Service team is focused on providing trusted, personalized support when members need it most.
We’re glad to hear that members are generally pleased with our service, but our work to meet member needs is an ongoing journey. We’re committed to continually engaging with members, actively listening to feedback and enhancing our offerings to keep pace with evolving needs and expectations, and to ensure members can make informed decisions about pension benefits.
“I think it builds trust when you ask for your membership’s voice. Thank you.”
Working member
Exploring opportunities to inform members
We dug deeper in the data and identified a few opportunities for further engagement. For example, we saw that early to mid-career members don’t engage with us as often as retiring/retired members. We’ll continue to learn more about these members so we can better educate and inform them about the value of the plan and empower them to make decisions with confidence.
"I am grateful that the Plan’s support provides a positive financial position. It delivers freedom from the worries of financial difficulty. Many thanks for their positive financial investments.”
Retired member
Members value retirement security as much as we do
We asked members to rank our mission and strategies in order of importance. Regardless of age group, a majority of members currently rank retirement security as their top priority. This illustrates how our members’ priorities align with our purpose – to deliver the pension promise to members.
Our goal was to see the relative rank of these priorities, recognizing that all four may be of significance. The feedback from this survey provides valuable insight into what matters most to members.
Ontario Teachers' missions and strategies ranked in order of importance to members
- 1. Ability to provide long-term retirement security
- 2. Investment performance
- 3. Educate members to make timely, informed decisions
- 4. Focus on driving positive environmental and social impact
We value the trust you place in us, especially while we navigate market volatility and fluctuations. We’ll continue to rely on our strengths—such as our scale, strategic investing and long-term investing approach—to position the plan well into the future. Our commitment to executing on our strategies and building off this strong foundation is unwavering.
Our commitment to delivering retirement security
Our mission hasn’t changed: to deliver outstanding service and retirement security for our members. We understand that an Ontario Teachers’ pension contributes to long-term financial security. Rest assured, we’re focused on keeping the plan fully funded for our members, today and into the future.
We achieved a one-year total-fund net return of 9.4%. The plan remains fully funded for the twelfth year in a row, ensuring long-term financial security for our members
Read our annual report to learn more about our financial results
Your participation in our surveys helps us improve how we serve, educate and inform you about things that matter to you most. If you haven't received the survey yet, watch your email as it's sent out each quarter. You can also sign up for our usability group for opportunities to share your thoughts on new service offerings and enhancements.
We remain committed to working hard to provide you with the lifetime retirement income you’ve earned and the peace of mind that comes with it.
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