Customer experience is important to us, and we aim to consistently deliver an effective service. We want to empower our members by offering self-service solutions, to enable easy access to their pension information, and useful guides online.
Our customer mission is to deliver an effective service, providing our members with the tools they need to plan for their financial future.
By meeting the Fund Strategic goals listed below, we can ensure that we have all the necessary ingredients to provide a five-star service to both our scheme members and employers.
How are we doing?
To assess this we commissioned a Customer Service Excellence (CSE) Assessment to be carried out by a company called Assessment Services.
This standard is nationally recognised and is intended to promote a shift towards customer-focused practices. It is applicable to all types of organizations and equips them with the necessary resources to deliver services that prioritise the needs of customers. Leading organizations in the UK are known for their commitment to customer service excellence, receiving national recognition for their ability to set benchmarks, enhance staff satisfaction, and minimize the number of complaints.
What did they look at- ingredients for success !
1.Customer Insight- Customer identification, engagement and consultation, and customer satisfaction.
2. The Culture of the Organisation- Leadership, policy and culture, staff professionalism and attitude.
3. Information and Access - Range of information, quality of information, access, co-operative working with other providers, partners and communities.
4.Delivery- Range of information, staff professionalism and attitude, deal effectively with problems.
5. Timeliness and Quality of Service- Sandards for timeliness and quality, timely outcomes, achieved timely delivery.
Outcomes
This year was the first time as a Fund we undertook such an assessment, and although we did not acheive the standard this time we were proud to of achieved a compliance plus in our approach to the assessment, using the results for a benchmark of success in the future.
"The rationale behind the commitment to seeking accreditation is based solely on the goal of putting customers at the heart of service delivery. The Team is using the CSE Standard to drive, improve and validate excellent services, and even though there was a likelihood of failure, they have committed considerable resource to the process in a very open and honest fashion."
Our team will focus on implementing the assessor's recommendations over the next year
- Creation of a dedicated Customer Service webpage, detailing our measures, how we are performing and feedback we receive.
- Continue to monitor what we are doing, improve KPI performance and identify areas where support may be needed. Reclassify KPI's making them clearer and more transparent.
- Introduce complaints follow up feedback surveys and along with a non-formal complaints monitoring system.
Gain feedback across all customer facing teams, gaining customer insight as One Fund.
Continue to support a culture of development and training through the creation of an internal knowledge and training hub site.
Krystie Waterhouse
Communications and Customer Engagement Manager
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