As a health fund created exclusively for doctors and the medical community, paying close attention to what our members say about our products and service is essential to delivering high levels of customer satisfaction and value.
One of the most effective tools we have to seek insights and feedback from our members is our annual satisfaction survey. It helps us shape improvements, to both our service and our products.
Below are some key improvements we implemented in 2017 in response to member feedback:
- Our new website: Recently launched, the new website features an enhanced design, improved functionality and enriched content. The content has been focused on addressing comments around providing better clarity on what’s covered and providing the tools to manage your cover when and where you need it.
- New optical limits: Based on member feedback stating that the way we structured our optical limits was confusing, as of 1 January 2018 we’ve made changes to how you can claim on optical by switching from a rolling limit across two consecutive calendar years to a two-year fixed limit. This means you will always know what period you have to spend your limit and when your limits will reset.
- Mobile app upgrade: With growing usage and positive feedback, we have initiated an update to our very popular mobile app. Some of the functions that will add to the ease of using the app are an improved homepage and dashboard, notifications to navigate directly to your claim and better responsiveness on tablets, making it easier to use on a variety of screen sizes. We are aiming for the middle of the year to get these improvements out to you. Click here for more details.
As we have been doing since 2010, the survey will be sent out in February this year. We would appreciate you taking the time to complete it; 10 minutes is all you’ll need. And to reward you for your time, you will be entered into a draw to win a $100 Westfield XS EFTPOS Gift Card*.