Pension Wise: Standards

Department for Work and Pensions written question – answered on 7th June 2022.

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Photo of Baroness Altmann Baroness Altmann Conservative

To ask Her Majesty's Government what were the customer satisfaction ratings for the PensionWise service for each year since the service began; and what are the figures for the past four quarters.

Photo of Baroness Stedman-Scott Baroness Stedman-Scott The Parliamentary Under-Secretary of State for Work and Pensions, Parliamentary Under-Secretary (Foreign, Commonwealth and Development Office)

The below data on customer satisfaction is collected post-appointment.

Year

Customer Satisfaction

2016/17

94%

2017/18

92%

2018/19

93%

2019/20

94%

Prior to the formation of the Money and Pensions Service (MaPS) in 2019, satisfaction data was taken from the Pension Wise annual service evaluation and was not published quarterly. During this time The Money Advice Service, The Pensions Advisory Service, and Pension Wise had in place their own Key Performance Indicators (KPIs), along with different approaches to measuring performance. MaPS wanted to have a single programme measuring performance of their three service areas in a more consistent and joined up way. During 2020/21, there was no Pension Wise evaluation because MaPS were setting in place a new evaluation programme to achieve this.

Satisfaction data from 2021/22 is published quarterly by financial year on the MoneyHelper pensions take up dashboard. Pension Wise satisfaction scores for telephone appointments are provided quarterly by calendar year below – Q4 data is not yet available.

Quarter

Customer Satisfaction

2021/22 Q1

93.2%

2021/22 Q2

93.9%

2021/22 Q3

93.5%

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