2018 marked a busy year for Nationwide’s retirement plans business, including the company’s highest-ever call volumes from retirement plan participants. In all, Nationwide responded to more than 1.6 million participant calls.
Nationwide’s response to these surging call volumes garnered recognition from DALBAR, the nation’s leading financial services market research firm.1 For providing best-in-class service, DALBAR awarded Nationwide the Plan Participant Service Award for the fifth time.
“Our recognition includes multiple service channels which cover the vast majority of Nationwide’s interactions with plan participants and really sets them apart from other retirement plan providers,” said Brendan Yeager, director of DALBAR. “In today’s economy, the customer experience is certainly a focus everywhere, but it is particularly important when you are talking about people’s retirement and their financial well-being.”
Nationwide’s retirement plans business earned three separate DALBAR accolades:
- Plan Participant Service Award for exceptional telephone support
- Website Communications Seal for their traditional website
- Mobile Site Communications Seal for their mobile-optimized retirement portal
2018 marks the fifth consecutive year that Nationwide was recognized for their telephone support and their mobile-optimized web portal. Nationwide’s retirement website has consistently earned recognition from DALBAR since first being tested in 2016.
“These awards are important accomplishments because DALBAR updates its standards annually to make them more rigorous. What was considered award-winning in prior years would not be so in 2018,” says Wendy Shaw, vice president of retirement plan operations for Nationwide. “This honor is reflective of our commitment to building a culture that’s committed to excellence and continuous improvement.”
To qualify, Nationwide was required to go through a thorough, year-long audit of each of the channels tested. Nationwide was evaluated against detailed criteria covering all aspects of the customer experience and needed to exceed stringent quality, design and usability benchmarks.
DALBAR isn’t the only firm to recognize Nationwide’s service to retirement plan participants. In June, Nationwide received the highest ranking for overall satisfaction in the J.D. Power 2018 Group Retirement Plan Satisfaction Study.
Learn more about how you can begin working with Nationwide’s award-winning retirement plans here.
Nationwide received the highest score among mixed plan providers in the J.D. Power 2018 Group Retirement Satisfaction Study of customers’ satisfaction with their group retirement firm. Visit jdpower.com/awards.