Customers give BeFrank a score of 8.1

In April, we carried out a customer satisfaction survey about our services among employers and participants. Employers gave us a score of 8.1, and participants gave us a 7.5. We are extremely proud of this score! 

Both employers and participants are experiencing a growing affinity with BeFrank. People’s perception of BeFrank has also become increasingly more positive over the years. Among participants, the key reasons for this are clear, transparent and friendly communication and positive experiences with digital resources. The influence they have over their investments also plays a role in this. Employers indicate that high-quality services and clear communication regarding pensions were the greatest contributors. The NPS score among employers increased from +19 to +25.

Engaged participants are more positive
This year, participants were more familiar with assessing investment risks themselves through the Profile Selector compared to last year. Completing the Profile Selector appears to play an activating role, fostering a greater sense of involvement among participants with their retirement plans and with BeFrank. Participants who have completed the Profile Selector are more likely to be advocates for BeFrank.

Investment choices
The spontaneous substantiation of the positive evaluation of BeFrank frequently highlights that people appreciate having control over their pension investments. The fact that BeFrank offers various forms of investment (Passive, Active and Sustainable) is something that 80% of participants appreciate. However, the proportion of participants who are positive about BeFrank investing sustainably, where possible, has decreased this year. Conversely, this proportion has risen among employers.

Simplicity and online tools
Almost 80% of participants believe that BeFrank makes the process around pensions simpler. This is primarily due to the clarity of the online tools and effective communication. Employers also find that BeFrank makes pensions easy. The employer portal continues to receive positive evaluations.

‘The clear app allows you to easily view your pension and monitor changes.’

Good contact
Pleasant communication, quick thinking and friendly employees contribute to a positive image for employers. Employers find it easy to manage pension enquiries through BeFrank and know where they can seek assistance. The contact with the pension coach is highly appreciated, and the level of expertise is given a high score (93%).

Reach of communication increasing
The reach of BeFrank’s communication tools indicates a positive trend among participants. The newsletter, the pension page and the general website have seen increased traffic. The Pension Power Hour, a webinar on retirement, received positive reviews this year. However, the older demographic indicates that additional information relevant to them could be shared. The score associated with BeFrank encouraging participants to carefully consider their financial situation after retirement has increased significantly compared to last year. Employers also appreciate the newsletter.

‘I enjoy seeing relevant topics discussed in newsletters.’

Growing attention to the new Pensions Act
About three-quarters of employers are already addressing this, which is an increase compared to last year. The newsletter is BeFrank’s channel through which the majority of employers are learning about the new Pensions Act. We will continue to share this news through this channel. Moreover, more participants are aware this year that the pensions system is set to change.

We continuously improve our services
The insights from this survey, along with interim feedback, help us to continually enhance our services! If you want to share something with us, let us know!