SS&C Blog

BLOGS. May 29, 2024

Member Satisfaction and The Value of People

We’ve suggested before that member experience should be the next metric for measuring superannuation fund (super fund) performance, and recent data from The Australian Financial Complaints Authority (AFCA) only strengthens our view. With the number of complaints up 32% in the 2022-2023 period from the previous year, it’s clear that members are increasingly dissatisfied. And member dissatisfaction can have a profoundly detrimental impact on member retention and your brand.