DALBAR just announced that Nationwide Retirement Solutions has earned the 2021 Plan Participant Service Award for outstanding phone support for retirement plan participants while AIG Life & Retirement earned its Customer Experience Excellence Award (more on the latter below).
This is the eighth consecutive year in which Nationwide was recognized by Marlborough, Mass.-based financial services market research firm DALBAR with this distinction.
“Earning this recognition from DALBAR for the eighth consecutive year is a testament to how our values translate to service, demonstrated by our ongoing commitment to helping plan participants reach their retirement goals,” said Eric Stevenson, president of Nationwide Retirement Solutions. “Our associates are best in class on being accessible to plan participants when they need us most to provide the best guidance, even in moments of fear or uncertainty. The tireless efforts of our operations team led by Wendy Shaw and her team and our internal sales and service team led by Kevin Jestice for their outstanding support to our plan sponsors and their participants, especially during the ongoing pandemic are applauded.”
To earn the DALBAR award, companies must undergo a thorough and independent year-long audit looking at the quality of contact center interactions. Award eligibility is determined by a review of actual customer interactions against detailed criteria based on superior service standards and industry best practices.
DALBAR’s criteria cover all aspects of the customer experience, including both the interpersonal relationship and the transactional elements.
“The quality of the service that participants receive when they call their retirement plan provider is always important, especially over the past two years with the uncertainty related to the pandemic and the financial hardship faced by so many Americans,” says Brendan Yeager, director of DALBAR. “Fortunately for participants in Nationwide Retirement Solutions plans, they have some of the best customer service professionals anywhere on their side to answer questions and take action. Nationwide rose to the challenge, providing the same world-class service that their customers have come to expect.”
Third honor in a row for AIG Life & Retirement
DALBAR also recently announced that AIG Life & Retirement has earned its Customer Experience Excellence Award for the third consecutive year. This award recognizes the work that AIG Life & Retirement has done to ensure an industry-leading customer experience across different service channels.
“AIG Life & Retirement continues to make an already great customer experience even better. Year after year, they are always striving for higher levels of customer service—despite already being recognized for having the best variable annuity statements out there, having a top-ranked contact center and earning DALBAR Communications Seals for both traditional and mobile websites,” DALBAR’s Yeager said. “The superior standard of customer service being delivered by AIG Life & Retirement not only ensures a great experience for their annuity customers and distribution partners, it also lets their employees take pride in working for an organization that truly puts the customer first.”
DALBAR, Inc. has a 45-year history and is recognized by industry and government as an independent third-party expert in the business of providing audits, evaluations, ratings, and due diligence. DALBAR certifications are recognized as a mark of excellence in the financial services community.
SEE ALSO:
• Voya Receives DALBAR ESG Retirement Plan Certification
Veteran financial services industry journalist Brian Anderson joined 401(k) Specialist as Managing Editor in January 2019. He has led editorial content for a variety of well-known properties including Insurance Forums, Life Insurance Selling, National Underwriter Life & Health, and Senior Market Advisor. He has always maintained a focus on providing readers with timely, useful information intended to help them build their business.