PERA employers’ satisfaction:

Internal and external drivers

Scope and methodology

2

Original Scope

● Employer satisfaction measurement

● Identification of most important drivers of employer satisfaction

● Assessment and recommendations for organizational implications

3

Methodology (quantitative)

Data integration and analysis

● Brief online survey (n=407, 15.7% response rate)

o Screening for deeper qualitative interviews

o Capturing benchmark satisfaction scores

o Meshed with employer points-of-contact provided by PERA

● Review of materials and data provided by PERA

● Incorporation of data, analysis and insight from Spring 2019 member research

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Methodology (qualitative)

● In-depth interviews with PERA employer points of contact in HR and

accounting (n=34)

● In-depth interviews with PERA employer HR executives (n=5)

● Review of STARS processes

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Limited, but representative sample

● Surveyed and interviewed subjects across school districts, local governments, state

agencies, the judiciary, and universities

● All but 6 Colorado counties represented in screening survey

o None from Hinsdale, Huerfano, Jackson, Ouray, Pitkin, Summit counties

● Distribution by employer size, division, role, and geography similar to

proportions in the contact database

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Quantifying satisfaction

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Quantifying satisfaction using an NPS-style score

NPS-style score to measure satisfaction with two questions:

On a scale from 0 to 10, where 0 is not at all satisfied and 10 is extremely

satisfied, how satisfied are you with the overall service provided by PERA, in your

professional role (versus as a member)?

On a scale from 0 to 10, where 0 is not at all satisfied and 10 is extremely

satisfied, how satisfied are you with the service PERA provides to you as a PERA

member (versus in your professional role)?

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Calculating an NPS-style score

0 to 10 point scale can deploy Net Promoter Score (NPS) calculations (even

without using the traditional NPS question about intent to refer)

Score = Promoters (9 and 10) - Detractors (0-6) (7s

and 8s considered Neutral)

Same methodology as recommended for ongoing member satisfaction measurement

9

Gap between professional, personal satisfaction

On a scale from 0 to 10, where 0 is not at all satisfied and 10 is extremely satisfied, how

satisfied are you with the overall service provided by PERA...

...in your professional role (vs. as a member) NPS = 38

Source: Reach Advisors study Fall 2019 10

Gap between professional, personal satisfaction

On a scale from 0 to 10, where 0 is not at all satisfied and 10 is extremely satisfied, how

satisfied are you with the overall service provided by PERA...

...in your professional role (vs. as a member) NPS = 38

...as a PERA member (vs. in your professional role) NPS = 26

o 5x higher NPS score vs. the average member (5)

Source: Reach Advisors study Fall 2019 and Member Research Spring2019 11

Satisfaction with PERA information

Satisfaction with information and education PERA provides to help you in your role

educating employees about PERA:

NPS-style score = 38

Satisfaction with information and education PERA provides for those specifically

responsible for scheduling/working with Field Ed:

NPS-style score = 44

Source: Reach Advisors study Fall 2019 12

How does PERA compare?

PERA NPS (38) higher

than other B2B category averages

Source: ClearlyRated B2B benchmarking study 2019

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How does PERA compare?

PERA NPS (38) higher

than other B2B category averages

Example: Twice the HR Services

average (16)

Source: ClearlyRated B2B benchmarking study 2019

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Satisfaction drivers

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PERA Employer Relations team and satisfaction

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Responsive, knowledgeable Employer Reps

“XXXX has been great for us. He always communicates clearly and answers our questions.” “I

appreciate that XXXX provides timely responses to my questions and needs.”

“XXXX does a great job with education and is highly knowledgeable”

“I would like to share that I have been extremely impressed by the professionalism of the employees that I have

worked with at PERA. They are kind and knowledgeable.”

“XXXX has been very responsive with questions or concerns that have been brought forward.”

“XXXX is the best she quickly responds to questions and she is very smart, she knows her job very well.”

“I have always had good people to work with at PERA and they were always quick to have an answer for my

sometimes dumb questions.”

“... all of my dealings with PERA staff are very positive and response is prompt and efficient.”

Source: Reach Advisors study Fall 2019 17

But there are areas of concern

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Employer Rep service gaps

• Timely, courteous service lapses lead to dissatisfaction

• PERA staff transitions can be difficult for employers

• Difficulty using the STARS system can be frustrating

Source: Reach Advisors study Fall 2019 19

PERA Field Ed team and satisfaction

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Most Field Ed experiences are helpful

“I had a gentleman come out and talk to staff last year. He did a really nice job helping to educate the staff.”

“I think the partnership that I have built with my reps are great… If we need to set additional trainings, they are

happy to help us out.”

“... a workshop on Saturday about Purchasing Service credit. It was extremely helpful and the presenter provided

valuable information in a clear manner.”

“Our employees enjoy the PERA presentations that we have. They really like XXX at our pre-retirement meetings.”

“XXXX was great when she was out here presenting and having a Q and A with our staff.”

“XXXX is incredibly good at explaining PERA to employees and a wealth of information. I had not previously scheduled

employee meetings but I intend to keep doing this moving forward, as well as encouraging our new employees to join a

district meeting.”

Source: Reach Advisors study Fall 2019 21

There are opportunities to improve Field Ed

• Similar to Employer Relations, those who work with Field Ed contacts want

timely, thorough and courteous service

• Transitions to new Field Ed reps can be handled better, but there is less reliance

on their technical expertise

Source: Reach Advisors study Fall 2019 22

How PERA representatives effect satisfaction

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One of the biggest predictors of NPS score?

Whether or not the employer point of contact knew

the name(s) of their PERA representatives

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Knowing your PERA contact significant predictor

Source: Reach Advisors study Fall 2019 25

What is the name of your primary contact within PERA? NPS

My primary contact at PERA is: 52

I have more than one contact at PERA, and they are: 47

I know my point of contact(s) but can’t recall their name(s) right now 12

I don't know -31

Much more attached to Employer Reps

Appears to be a much stronger relationship between employer points-of-contact and

Employer Reps than Field Ed

Everyone who knew the Employer Rep name wrote in correct name…

...but 1 in 6 of those naming a specific Field Ed rep named someone other than

assigned rep…. and still rated their satisfaction with Field Ed 9 or 10

Why?

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Different relationship: Employer Rep vs. Field Ed

● Employer Reps need depth of experience and exposure as they engage with

multiple different payroll systems, accounting software, etc.

● Field Ed engagement less technical, less likely specific to a particular

employer

● Field Ed content more transferable; Field Ed reps more interchangeable

Doesn’t mean Field Ed team service quality is less important, but engagement with

specific reps not as critical as for Employer Reps

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Opportunities to Improve

• Frustration with communications means we need to provide more

frequent, shorter communications about changes or updates

• Trainings for new employees means more training options, including

on-demand

• Key processes are reported to be confusing and onerous, requiring some

re-engineering and stronger communications efforts

• STARS is not user friendly, requiring more attention to user experience

when updating and modifying

• Everyone wants more “one-page overviews” for themselves and their

employees

Source: Reach Advisors study Fall 2019 28