All pension plans focus on the ‘customer experience’ to a greater or lesser extent. That said, for several leading global plans customer experience has become a key strategic priority in recent years.

These plans have adopted highly structured customer experience management programs to collect feedback from members and employers on their interactions with the pension plan, measured through Net Promoter Scores, Customer Effort Scores and other useable and insightful metrics. Plans also observe customers as they engage via digital channels. All this customer experience data is analyzed to drive change. The goal is to improve member and employer engagement and satisfaction, and to reduce customer effort.