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…

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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