DALBAR, a financial services market research firm, recently announced that Nationwide Retirement has earned the 2019 Plan Participant Service Award for outstanding telephone support to retirement plan participants. This is the sixth consecutive year in which Nationwide was recognized by DALBAR with this distinction.
In addition, DALBAR also ranked Nationwide Retirement Solutions mobile website number one in Mobile InSIGHT1, Dalbar’s in-depth review of 45 mobile websites offered by financial service firms. Nationwide’s score of 92.9 out of 100 earned the site a Dalbar designation of “Excellent.”
“The continued recognition that Nationwide Retirement has received from DALBAR is yet another proof point that demonstrates our commitment to personal service to plan participants and dedication to providing a customer-friendly mobile experience for them,” said Eric Stevenson, president of Nationwide Retirement Plans.
In order to earn DALBAR’s prestigious Service Award, companies must undergo a thorough and independent year-long audit looking at the quality of contact center interactions. To achieve the Plan Participant Service Award, Nationwide needed to exceed stringent quality thresholds in criteria covering all aspects of the customer experience for both private and public plan participants.
DALBAR Director Brendan Yeager explains, “It is difficult to overstate how important service quality is for retirement plans, and why it should be a key factor in plan sponsors’ selection of a plan provider. We are talking about people’s retirement, about their financial well-being; having a competent professional to turn to when questions come up is essential.”
For the mobile website recognition, DALBAR called out the following that contributed to Nationwide’s number one ranking:
- Nationwide Retirement Solutions mobile users can now schedule a meeting with retirement plan specialists quickly and easily.
- Requests for specific types of appointments can be made and the estimated time to complete the call is shared, generally 30 minutes.
- Types of appointments available to participants include: enrollment, financial needs assessment, investment/asset allocation, rollover/account consolidation, and general retirement questions.
- Users can request a text reminder for their appointment 1, 2, 4, 12 or 24 hours in advance.
Learn more about how you can begin working with Nationwide’s award-winning retirement plans here.
1 Mobile InSIGHT: Innovations in the World of Mobile Optimized Web Sites:
2019 – Second Semester