In December 2024, we sent a survey to a random list of 10,000 members. We appreciate all who responded—getting your feedback helps us to best meet your needs. Here is what we learned.
First impressions
What first comes to mind when thinking about WEA Member Benefits is:
- Retirement/retirement planning (25%)
- Customer service (24%)
- Products/services (22%)
“Secure, highly knowledgeable staff, SUPER friendly.”
Reputation
Member Benefits has an exceptional reputation among members. Eighty-two percent felt we have a Very Good or Excellent reputation.
Meets expectations
Fifty-seven percent of members feel Member Benefits Exceeds or Somewhat Exceeds expectations.
Lives up to brand promise
Member opinion on whether Member Benefits lives up to its brand promise remains excellent at 85% replying Often or Always.
Financial security
The number one personal financial issue for members every year of our survey is preparing for the future (28%), followed by the economy and politics (20%), and paying off debt (13%).
Customer satisfaction
A vast majority of respondents Agree or Strongly Agree that providing excellent customer service is a top priority at Member Benefits.
“WEA Member Benefits is one of the best in the country. Knowledgeable, safe, and staff is available to support and answer questions.”
Net Promoter Score
The Net Promoter Score, a measure of likelihood to recommend an organization, is trending up from the past two surveys (51%). A score above 50% is considered excellent. According to a recent report, we have a significantly higher average score than the insurance carrier and investment industries have currently.
Top advice from members
The largest percentage of member advice for David Kijek, President and CEO, focused on service and outreach (31%). Suggestions include more in-person visits to schools and personalized communication, and clearer information about available benefits.
A number of respondents gave us kudos and thanks, such as:
“Thanks for all you do to support teachers, administrators, paras, and staff.”
“Thank you for your service, newsletters, webinars and all the friendly staff I’ve interacted (with). I especially have loved talking to staff that were formerly in public education themselves.”
David Kijek adds, “We’re glad to know how much we’ve continued to provide the excellent customer service you value—that is so important to us. We hold your opinions in high regard and will keep working to make improvements so we can best serve you.”