GAD client feedback survey 2025-26

GAD client feedback survey 2025-26
GAD publishes its 2025-26 client feedback report showing 100% of respondents have awarded us 4 or more stars for being highly valued.
Clients have once again awarded the Government Actuary’s Department (GAD) 4.8 stars out of 5 for being highly valued. For the first time, 100% of respondents awarded us 4 or more stars for being highly valued.
We asked 168 client contacts what they thought of GAD and we received 81 replies from 40 different organisations. The scores and feedback provide an invaluable independent assessment of our performance and relationships with our clients.
Increased scores
Clients are given the option to provide more detailed feedback on our service levels. Relative to last year, there were improvements in 3 of the 5 service measures evaluated. The exceptions were “delivery to budget”, which remained at 96%, and responses relating to work being “Within Scope”, which reduced from 100% to 99%.
Clients also had the opportunity to provide qualitative feedback, to complement the quantitative ratings. In this instance 52 of the 81 respondents offered comments. These further insights are crucial for providing context to the overall results, showing us where we can continue to improve and informing our future plans.
2030 Strategy
This survey period coincided with the end of the first year of our 2030 Strategy. We asked clients for their views on our performance against our 2030 strategic objectives.
The response was overwhelmingly positive:
- 97% of respondents agree that we are succeeding in our aim to unlock value in our core work, and
- 94% agree that we are making more impact on policy
Dedication and expertise
GAD Engagement Lead Joanne Ghosh said: “These results are a testament to the dedication and expertise of our teams across GAD. Being rated as highly valued by our clients reflects the strong relationships we’ve built and our commitment to delivering high-quality actuarial advice.
“We are very grateful to our clients for their feedback and as we move into the second year of our 2030 Strategy, we aspire to meet their challenge to partner even more effectively and continue to innovate in our work.”