In its latest an independent membership survey of opinions about its productes and services Peoplecare achieved a 97 per cent customer satisfaction rating.

Chief executive Michael Bassingthwaighte said the Wollongong based business achieved that by listening to feedback, gaining insights into what members thought and then introducing changes to create an even better experience.

The latest survey showed Peoplecare was excelling in member communication. In fact member satisfaction regarding frequency of communication and ease-of-understanding was the the highest it has ever been for the Wollongong headquarter health fund. Peoplecare members cited having their phone calls answered quickly and by a real person, the efficiency of staff and the quick resolution of questions as the main reasons for their high level of satisfaction.

Mr Bassingthwaighte said getting communication right was the key.

“Membership surveys are not new. But listening, taking action and making the identified changes can be the exception, rather than the rule,” he said.

“Our team works hard to address many of the changes requested. For example, a previous Peoplecare membership survey showed our members were looking for a mobile claiming app to make claiming easier. It also identified the need to update our website to make it easier to use and find information. We addressed both. The Peoplecare team treat all our members like a person, not a number. Our mantra is ‘because personal is best’.”