New research highlights the value of personal support as CareSuper’s contact centre receives national service recognition
More than half of CareSuper members recently surveyed say having someone to talk to would be useful when starting or updating their retirement plan, reinforcing the importance of human support alongside increasingly digital super and retirement services.
New retirement research found 56% of members said having someone to talk to would be useful when starting or updating their retirement plan. Human support was also valued when members’ circumstances changed and when choosing or changing retirement income options.
The research also found members generally looked forward to retirement, associating it with freedom, travel, hobbies and spending time with family. However, confidence about retirement could be influenced by financial preparedness and certainty about future income, with concerns including savings, the cost of living and housing security.
CareSuper CEO Jason Murray said the findings reinforced the importance of combining convenient digital services with knowledgeable people who can help members when decisions become personal or complex.
“Retirement means different things to different people, but members want the confidence to understand their options and make decisions that are right for them.
“Our research shows there is real value in having someone to talk to, particularly when members are starting or updating their retirement plans.
“Digital tools can make managing super simpler and more convenient, but there are times when members want to talk something through with a person who will listen, understand their circumstances and help make the complex clearer.”
That human support is backed by strong service outcomes. Across 2025-26, 91% of member calls were resolved on first contact, helping members get the answers they needed without having to call back or repeat their story.
Members receiving advice from CareSuper also reported 96% satisfaction and 96% ease of doing business in their feedback. CareSuper’s in-house contact centre teams in Melbourne and Hobart have received national recognition, with the fund named runner-up in the Service Excellence in a Medium Contact Centre category at the 2026 Australian Service Excellence Awards, run by the Customer Service Institute of Australia.
CareSuper was the only super fund recognised in this category. “Being recognised as runner-up nationally is a reflection of our people and the care they show our members every day,” Jason Murray said. “Super can be complex, and members often come to us when they need clarity, reassurance or help making an important decision.
“Our people put meaningful conversations ahead of the clock. They take the time to understand each member’s circumstances, tailor their support and make sure members who are vulnerable or facing a complex situation get the extra help they need.
“Resolving 91% of calls the first time means fewer members having to call us back or repeat their story. And our advice satisfaction results tell us members value getting the support they need in a way that is straightforward and personal.”
That experience is also reflected in direct feedback from members. One member recently described their experience with a CareSuper contact centre team member: “Caroline was absolutely brilliant. So caring, so patient. Caroline fixed everything.”
CareSuper was also ranked number one for customer experience across the financial sector by Customer Service Benchmarking Australia (CSBA) for the period January to June 2026*. “Awards and rankings are welcome recognition, but ultimately the measure that matters is whether our members feel understood, supported and more confident about what comes next,”
Jason Murray said. “We want members to know that when they need us, there’s a person at the other end who will listen, help make the complex clearer and help them move forward with confidence.”
ENDS
About us:
CareSuper is an award-winning, profit-to-member industry super fund. Our
vision is to be Australia's most trusted partner in retirement confidence through exceptional care
and connection. CareSuper provides super, retirement and advice options when needed to help
members feel confident on their journey to, and through, retirement.
Contact details:
David Imber, [email protected] 0413 274 204
