The Illinois Municipal Retirement Fund (IMRF), a Public Defined Benefit (DB) pension plan, used multiple methods to listen to customers, the VOC survey process in Fig. 3.1-1 was the key approach by which IMRF listened to current customers and obtained actionable information and feedback. Fig. P.2-3 lists the different VOC surveys administered to members and employers after receipt of key services to ensure the feedback is timely and actionable. In 2014 the VOC Gateway team began to meet monthly ...

BPIR Categories

1.1.5 Conduct customer surveys
1.3.2 Determine & provide customer contact mechanisms
1.3.3 Review customer relationship approach

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