Royal London:

Building workplace pension strategies

The Challenge

Royal London regularly conducts a study aimed to gauge employer satisfaction with their Workplace Pension scheme. With recent enhancements to some of their services, they sought to assess their impact on satisfaction and identify areas of their product and service offering that required further attention.

Additionally, Royal London was keen to understand the specific needs of employers based on the nature of their business and their roles as decision makers or administrators.

Our approach

We adapted the previous wave’s questionnaire, maintaining continuity of Key Performance Indicators (KPIs) as well as ensuring the survey aligns with Royal London’s strategic goals, whilst also making content engaging for a B2B audience.

A carefully worded invitation email and intelligent routing were used to maximise response rate, ensuring only relevant questions were asked.

Key driver analysis was used to identify key drivers of satisfaction.

The outcome

Mapping KPI importance against performance allowed Royal London to easily identify areas of strength and areas for improvement.

Our recommendations provided clear guidance to Royal London to feed into operational improvements, commercial and communication strategies to improve customer experience.