Our Customer Mission
To deliver an effective service, providing our members with the tools they need to plan for their financial future.
The customer experience is important to us, we strive for improvement, growth and development in everything we do, supporting members and employers in navigating their way through the LGPS. As such we include a Feedback Survey in all of our email footers to gain insight as to how we are doing and where improvements can be made.
Click the link to provide us with your feedback!
How are we doing?
In 2024 we received an average of 3.1 stars out of five for customers experience with us, which is down from the our 4 star rating in 2023.
With this in mind, our aim for 2025 is to improve our customer experience to reflect our teams dedication and hard work through additional training, support and continued monitoring of our KPIs. We are also actively contacting customers who have recently been in touch to gain their feedback on our customer service, this will provide insight as to where improvements can be made.
We had some wonderful comments come in for the team...
Very helpful and thorough with my claim, and understanding.
The Wiltshire pension team, answered all my questions in timely fashion, which enabled me to make well informed decisions, regarding my retirement. Thanks again to the Wiltshire Pension Team, your help, it was very much appreciated.
Very good service, staff always helpful.
We acknowledge that we may not always get everything perfect and value all feedback. Based on the feedback received in the surveys, we have successfully identified and incorporated the following changes:
- Ensure a personal service ensuring team members are using their names in correspondence sign offs.
- More online forms introduced for accessibility, ease of access and increased self service offering.
- Improved internal processes to manage the enquiries inbox more efficiently.
- Review of Customer Service Policy and introduction of our 7 Pillars of Customer Service
During 2024 we received 199 responses. This is higher than the 84 responses received in 2023 but is still much lower than what we would like, so we will be working hard towards increasing this during 2025 through customer service awareness and by continuing to publish our results.
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