Customers remain positive about BeFrank

How do participants and employers view BeFrank? What do they value most? And where do they see opportunities for us to further improve our services? To gain these insights, we conduct an annual customer satisfaction survey. This year once again, appreciation for BeFrank remains consistently high: employers rate BeFrank 8.1 out of 10, while participants give us a 7.5.

Confidence continues to grow

Confidence in BeFrank continues to increase. Seventy-three per cent of participants have a high level of confidence in BeFrank as their pension provider. Among employers, that figure is as high as 90%. Participants’ perception of BeFrank is also becoming increasingly positive. They feel that BeFrank makes pensions easier to understand and more accessible. This aligns perfectly with our mission of bringing pensions closer to people.

What is valued most?

The survey shows that participants particularly appreciate our digital services. Their personal pension page, the app and the ability to make their own choices are frequently mentioned as key strengths. Participants who have been in contact with BeFrank are also highly satisfied with the customer focus of our employees. In particular, our expertise, clear answers and quick handling of enquiries are rated very positively.

Employers highlight similar strengths. They are especially satisfied with the contact they have with their relationship manager, citing fast communication, personal support and expertise. The employer portal is regarded as user-friendly and accessible. Our overall service provision once again receives high scores.

Better insight into pensions

An important development is that participants are gaining a better understanding of their pension situation. We also see that more participants are becoming familiar with the choices available to them regarding investing. The opportunity to choose their own investment approach and tailor investment risk to their personal circumstances is viewed positively by more than 80 per cent of participants. Those who have completed a risk profile are also more engaged and more familiar with the options available through BeFrank.

Opportunities for improvement

Although the results are positive, there is always room for improvement. Older participants and those who have not yet determined their investment risk profile tend to be more critical. We will therefore look at how we can improve communication for these groups. For example, we want to develop an explanatory video about retirement and continue to organise webinars to better support participants as they approach retirement.

When it comes to investing, freedom of choice remains an important theme. We continuously review how we can further improve our offering. We are also working on clearer information about our investment policy and the tools we use to support it, such as voting. This also aligns with employers’ desire for BeFrank to take a more active role in guiding and informing employees about complex topics and pension-related choices.

Building the future together

The results of the survey show that participants and employers value BeFrank for its simple, digital and personal service. The growing confidence and high satisfaction levels confirm that we are on the right track, and we are very proud of that. At the same time, the findings provide valuable insights that help us continue improving.