06 August 2013

Enhancing our customer experience

It's important to us that our customers receive the support and services they need, so we recently carried out extensive research into our customers' experiences with us. We wanted to know what we were doing right, and the areas where our customers thought we could enhance our services for an even better customer journey.

We carried out in-depth interviews with our clients, advisers and key stakeholders along with extensive competitor analysis. The research outlined a few key areas where we could further enhance our services and tools.

One of our key areas of focus is enhancing the digital experience for all our customers. Project teams have been established to ensure delivery throughout the year.

Improving ease of access for Manage Your Account

We launched an enhanced version of Manage Your Account, the online service that gives our members access to their workplace pension and savings information allowing them to change funds and update their details. Enhancements included:

  • Improved navigation and the ability to swap between savings and investments
  • Improved funds journey including a new watched funds feature and a simple shopping basket facility for changing funds
  • Access to a new help and support section with simple tools, guides and video tutorials to help plan for retirement.

Enhancing the online employee experience

We're giving employees easier access to educational materials. We've already launched four new investment videos including beginner guides to a number of key subjects and a new interactive financial education module in our Cash Family Challenge series.

Additional new videos are due to be delivered this year including ISAs explained, company pensions explained, understanding tax relief, and approaching retirement.

We're also developing further enhancements to Manage Your Account with more servicing functions through the use of e-forms and also adding an online document store which will provide access to benefit statements.

Improvements to our Workplace Benefits website

In Q4 we'll be launching an updated Workplace Benefits website. New site content will feature online videos and demonstrations to give visitors a full understanding of the support and services we can offer. We've also reviewed all our customer journeys to ensure the new site will have clearer navigation for users to be able to easily find the information they need.

Our development work is still ongoing, and you'll see a number of these enhancements implemented throughout 2013 and beyond. We'll provide you with further information about our ongoing work to enhance our digital proposition over the coming months.