DALBAR, the nation’s leading financial services market research firm, recently honored Nationwide again for its outstanding service to retirement plans. In fact, Nationwide earned four separate DALBAR awards recognizing the level of service being provided to its retirement plan partners, plan sponsors and participants in both telephone and email interactions. The specific awards earned are:
- 2016 Plan Participant Service Award for exceptional contact center service to plan participants – third consecutive year
- 2016 Recognition for Excellence Award for outstanding email support and relationship management for plan sponsors and third-party administrators – third consecutive year
- 2016 Recognition for Excellence Award for outstanding email support through the onboarding and conversion process – second consecutive year
- 2016 Recognition for Excellence Award for exceptional telephone support through the onboarding and conversion process – second consecutive year
“Nationwide has demonstrated a real commitment to providing a superior standard of care to their retirement plan customers,” said Brendan Yeager, director of DALBAR. “This commitment extends from the plan sponsor or third party administrator all the way to individual plan participants and starts from the very beginning of the implementation process. These awards are clear evidence that they are delivering on that promise.”
Jeff Stein, Nationwide’s vice president of retirement plan operations, says that the awards are a reflection of Nationwide’s commitment to its retirement plans business and its ongoing investments in its people and technology.
“We’ve worked hard to build a culture that’s committed to excellence and continuous improvement,” said Stein. “Our goal is to simplify the retirement planning process for our participants. We’re extremely proud of our call center leaders and associates who have built this rich understanding of customer service and created the pathways to consistently deliver an outstanding experience to our retirement plan clients.”
The recognition of excellence is only awarded to firms that exceed strict standards for communication. The service award is based on systematic testing of customer service throughout the year based on thousands of tests measuring how financial companies respond to the service needs of their customers.
“These awards are another example of Nationwide’s commitment to providing unparalleled service and how our people truly make the difference in our ability to help America’s workers prepare for and live in retirement,” said John Carter, president of Nationwide’s retirement plans business.
Learn more about how you can begin working with Nationwide’s award-winning retirement planning services to help you prepare for the future.