PenCom Launches 2025 Pension Satisfaction Survey to Improve Service Quality

In a decisive push to elevate Nigeria’s pension administration to global standards, the National Pension Commission (PenCom) has kicked off the 2025 Customer Satisfaction Survey — a nationwide audit designed to capture the real experiences, frustrations, expectations, and perceptions of contributors and retirees under the Contributory Pension Scheme (CPS).

Running from November 3 to December 17, 2025, the annual survey has evolved into one of PenCom’s most strategic reform tools. Beyond data collection, it serves as a performance thermometer, measuring service quality, brand trust, pension literacy and user satisfaction across the country’s over 10 million Retirement Savings Account (RSA) holders and retirees.

For an industry built on long-term trust, consistent feedback loops are not optional — they are existential. PenCom understands this clearly.

Strengthening Accountability Across Pension Operators

At the heart of the 2025 Pension Satisfaction Survey exercise is PenCom’s push for deeper transparency and stronger accountability among Pension Fund Administrators (PFAs) and Pension Fund Custodians (PFCs).

With the CPS now two decades old, the Commission is under increasing pressure from contributors and advocacy groups to curb operational bottlenecks such as:

• delayed benefit payments,
  
• poor customer engagement,
  
• low pension literacy,
  
• inadequate complaint resolution, and
  
• digital service gaps.
  

The 2025 survey is designed to surface these issues, quantify them, and compel measurable improvements across the system.

A Call for Mass Participation

The Commission is urging all workers and retirees to participate, noting that the more people speak, the stronger the reforms.

The survey is available on www.pencom.gov.ng and across PenCom’s official social media platforms:

• X (Twitter): @PenComNig
  
• Facebook: @PenCom.gov
  
• Instagram: @pencomnigeria
  
• LinkedIn: National Pension Commission
  

In a sector where many Nigerians still struggle with access, understanding, and trust, PenCom is positioning stakeholder feedback as the backbone of future policy enhancements.

Driving a More Transparent and Efficient Pension Future

Beyond improving customer experience, PenCom expects the survey findings to influence:

• upgrades in digital pension tools,
  
• more robust regulatory oversight,
  
• targeted financial literacy programmes,
  
• streamlined complaint-resolution processes,
  
• improved fund performance disclosure, and
  
• more user-friendly service models across PFAs.
  

For contributors and retirees, this means better clarity, faster service, and stronger protection of retirement savings.

For the industry, it signals tighter supervision and data-driven reforms.

PenCom’s Commitment to Continuous Improvement

PenCom’s latest move reinforces its commitment to making the CPS more transparent, inclusive, efficient, and responsive — especially as Nigeria’s working population swells and ageing demographics deepen.

In urging contributors and retirees to participate, the agency emphasized that every completed survey form is a vote for better pension service in Nigeria.

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