Nationwide Recognized as the Industry Leader in Retirement Plan Participant Service


DALBAR, the nation’s leading financial services market research firm, recently honored Nationwide for delivering customer service that surpassed its retirement plan-provider peers. In December, Nationwide was named the sole winner of DALBAR’s 2014 Plan Participant Service Award.

“Nationwide set themselves apart from their competitors by helping retirement plan participants understand the benefits and importance of their retirement nest egg,” said Kathleen Whalen, managing director at DALBAR. “This goes a long way to creating peace of mind and securing customer loyalty.”

Jeff Stein, Nationwide’s vice president of retirement plan operations, says that the award is the culmination of several years of planning.

“We’ve worked hard and dedicated the time and resources necessary to provide the proper training, build expertise, maintain proper staffing levels and cultivate a highly engaged workplace. This applied to all levels of our service center and helped build a culture that’s committed to excellence and continuous improvement,” said Stein. “Our goal is to simplify the retirement planning process and increase participant engagement. We’re very proud of our call center leaders and associates who have built this rich understanding of customer service and created the pathways to consistently deliver it to our participants.”

Participant-focused improvements of the last several years extend beyond service. Nationwide also upgraded both its plan sponsor and participant websites. The digital technology improvements made the sites more user-centric and created an experience where participants can easily find the information they seek.

Another award earned earlier last year validated that work when DALBAR recognized Nationwide’s public-sector retirement plan website,, as one of the premier mobile experiences for plan participants. It earned an “Excellent” rating in the first-ever evaluation of these sites. DALBAR’s analysts said that the website stood out for its simplicity, menu options and ease of use.1

“Right now, we’re providing our plan participants with exceptional service and an easy-to-use digital experience, and that’s ultimately how we can provide the most value to them,” said Stein.