Barnett Waddingham has received an IIC Gold Award for the assessment of the customer experience delivered by its pension administration service.
While Barnett Waddingham’s SIPP and SSAS department has worked with IIC since 2014, this is the first time pension administration services have been submitted for assessment. High scores were achieved across all four of the IIC customer experience themes - understanding customer needs, meeting customer needs, engendering loyalty and delighting customers.
Comments from Barnett Waddingham’s Pension Administration’s customers included:
- “The firm is outstanding in every way. It is an example of how a professional services firm should be run. From top to bottom my interactions with the firm's staff are entirely consistent.”
- “The take on and administration team are responsive, professional and inspire confidence that they know what they're doing. Pensions accounting is good, governance and internal controls are well documented. A comprehensively all round good service.”
- “Excellent service, efficient and overall good value for money.”
Investor in Customers is an independent customer experience agency, who conduct thorough assessments, develop detailed insights and award annual accreditations to businesses. IIC’s unique methodology uncovers the truth behind the customer experience delivered by an organisation, by seeking feedback from not only customers, but the employees and the management team as well. With measurement across several dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. This allows Investor in Customers to pinpoint opportunities to improve and strengths to build on.
Sandy Bryson, Director at IIC, commented: “This is a fantastic result, especially for a first assessment, clearly demonstrating that the customer experience is at the core of their business. The feedback that they received from clients was particularly high, and shows a proven commitment to putting the customer at the heart of their business. The actionable insights that they received from going through the IIC process will improve their client experience still further.”
Paul Latimer, Partner at Barnett Waddingham said, “We are absolutely delighted to have qualified for an IIC Gold Award. To achieve such a high score the first time we enter our pension administration team is a terrific achievement. This result is testament to our hard work and devotion to providing excellent service, creating effective solutions for our customers and always being willing to go beyond the expected. Every customer comment is highly valued and being taken into consideration so we can continue to build on this success.”