Welcome to myRailpen

News

News updates

Back

Annual member service survey – your support matters

We will be issuing our annual member survey in early May – please help us encourage members to participate.

Each year, Railpen works with the Institute of Customer Service (ICS) to run an independent survey with a representative sample of pension scheme members. This survey plays a vital role in helping us understand members’ experiences and ensure the services we provide continue to meet their needs. 

Why the survey matters 

The survey enables Railpen to: 

  • benchmark our service against other organisations in the pensions industry and across the UK 

  • understand what members value most in their interactions with us 

  • identify clear, evidence-based priorities for service improvement 

The quality and impact of the survey findings depend on strong member participation. Hearing directly from members helps ensure the results are representative and that future improvements are based on robust insight. 

The survey is administered independently by ICS, and selected members will receive an email invitation directly from the Institute of Customer Service in the coming weeks. Responses are confidential and reported in aggregate. 

How you can support it 

We would greatly appreciate your support with this activity by promoting the survey to your Scheme members and encouraging them to take part if invited. Reassurance from you can help members feel confident that the survey is legitimate and that their views genuinely matter. 

We have prepared a communication that you can share with members via your internal channels, such as email, bulletins or intranets.  

We will share headline findings and improvement themes with you once the survey has concluded. 

Thank you for your continued support in helping us hear the voice of your members.