DALBAR, the nation’s leading financial services market research firm, has once again honored Nationwide for its outstanding service to retirement plans. This year, Nationwide earned three separate DALBAR awards recognizing the level of service being provided to its retirement plan partners, plan sponsors and participants. The awards earned are:
- 2017 Plan Participant Service Award for contact center support to plan participants in both public and private sector plans
- 2017 Recognition for Excellence for telephone support and relationship management through the New Plan Implementation and Conversions processes
- 2017 Recognition for Excellence for email support and relationship management by the Client Services Team to plan sponsors, third-party administrators and financial advisors
2017 marked the fourth straight year that Nationwide has earned both the Plan Participant Service Award for contact center support and the Recognition for Excellence for email support to plan sponsors and TPAs. This is the third consecutive year that Nationwide has been recognized for telephone support and relationship management for new plan implementation and conversions.
“Nationwide’s focus on the customer experience extends across the life cycle of its retirement plans, from the initial implementation through disbursement,” said Brendan Yeager, DALBAR director. “Nationwide is committed to providing an award-winning experience to all of its stakeholders, from the financial advisor and third-party administrator to the plan sponsor and, of course, individual participant. The company excels at both transactional interactions through its contact center and at building trust-based relationships with plan sponsors and business partners.”
Wendy Shaw, Nationwide’s vice president of retirement plan operations, said the awards demonstrate Nationwide’s commitment to providing a superior standard of care to retirement plan customers, 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 Shaw. “Our commitment extends from the plan sponsor or third-party administrator all the way to individual plan participants. It starts from the time a retirement plan comes to Nationwide and carries through to each and every plan sponsor and participant interaction – from their first payroll contribution all the way through retirement. These awards are clear evidence that we are delivering on that promise, and we’re extremely proud of our service leaders and associates who 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.
Learn more about how you can begin working with Nationwide’s award-winning retirement planning services to help you prepare for the future.