“Secret Shopper” in the Pension Fund: 95% of surveyed respondents are satisfied with the work of service centers

The results of an independent comprehensive study of the Pension Fund's operations, titled "Secret Shopper," were presented in Kyiv.

The study was conducted by the Charity Foundation "Right to Protection" with the support of UNHCR and at the initiative of the Ministry of Social Policy. "Secret shoppers" visited 84 Pension Fund service centers in 13 regions of Ukraine and Kyiv, and an additional survey was conducted among 308 Pension Fund clients in 113 localities, who also shared their impressions.

"We pay great attention to making the Pension Fund's structure more service-oriented, as the Fund is gradually modernizing and becoming a full-fledged payment agency. We are moving toward services that make benefits and payments more accessible and convenient for people, and on this path, it is important for us to know: whether visitors feel comfortable interacting with the Pension Fund, whether they receive the assistance they expect, and how accessible and effective these services are," noted Minister of Social Policy Oksana Zholnovych.

Based on the analysis of "secret shopper" visits, respondent answers, and focus groups with Pension Fund employees, the "Right to Protection" Foundation outlined the following results:

95% of surveyed respondents are fully or partially satisfied with the work of Pension Fund service centers; the average satisfaction rating for service quality is 4.19 out of 5.

Overall, the average rating given by "secret shoppers" for consultations and the quality of their visits to Pension Fund offices was above 4 points. Specifically, consultation quality received an average of 4.25 points, while the overall impression of the visit averaged 3.95 points. The highest rating of "5" for consultations was given by 42% of "secret shoppers" (nearly half), while 30% gave a "5" for their overall visit experience.

Compared to other institutions handling service requests (Administrative Service Centers, local authorities), Pension Fund specialists also received high ratings. Respondents gave Fund employees over 4 out of 5 points for qualifications, clarity of explanations, and willingness to help.

Regarding accessibility for people with limited mobility, 93% of branches have inclusive elements at the entrance. Specifically, 83% are equipped with ramps, 77% have call buttons, and 73% provide information in Braille.

"The Pension Fund of Ukraine is one of the best institutions in the country, and people are at the center of its services. That is why the Verkhovna Rada Committee on Social Policy and Veterans' Rights has paid significant attention to ensuring key aspects, such as: extraterritorial accessibility of service centers, so that anyone anywhere can address their issues at the most convenient location. Second – the stability of the Pension Fund's operations, as it is the state's front office, where people interact face-to-face with Fund employees. And third – digitalization and data exchange to enable fast verification and identification while reducing the number of documents required from visitors. As a result, we see that 83% of respondents are fully satisfied with their Pension Fund visits," said Halyna Tretyakova, head of the Verkhovna Rada Committee on Social Policy and Veterans' Rights.

The study also revealed that over 42% of respondents do not trust, and 37% do not know how or do not want to use the Pension Fund's online services.

Meanwhile, 73% of online service users noted that their online interaction with the Fund was correct and clear (giving ratings of "5" or "4"), 66% highlighted the convenience of submitting applications, and 60% praised processing speed.

Pension Fund Chairman Yevhen Kapinus noted, "For the Pension Fund, people's evaluation of services is extremely important. We work not only in service centers but also strive to engage with communities, providing outreach to those who cannot visit a center. Ensuring accessibility and comfort of services is a priority for us, and we are making every effort to deliver high-quality service."

Lidiia Kuzmenko, UNHCR Protection Advisor in Ukraine, speaking about supporting the Ministry of Social Policy's initiatives, remarked: "I see us as one team moving toward overcoming challenges. From the perspective of enhancing service accessibility, we supported the Ministry's initiative to conduct this study. One conclusion is the need to build partnerships at the local community level, incorporating the needs of Pension Fund service centers into local development programs."

"This study is the result of a full year of intensive, meaningful, and at times very challenging work. It is not just a professional analytical product. It is a contribution to strengthening Ukraine's social protection and pension system, based on the experiences of people who turn to the state daily for support, assistance, and understanding," emphasized Oleksandr Halkin, President of the "Right to Protection" Foundation.

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