Nationwide has once again demonstrated its leadership in outstanding customer service, securing the prestigious 2023 Customer Experience Excellence Award from DALBAR, a renowned independent financial auditing and ratings firm. This marks the fourth consecutive year Nationwide has received this accolade, solidifying its reputation as a customer service powerhouse within the financial sector.
Eric Stevenson, president of Nationwide Retirement Solutions, highlighted the significance of this recognition. “This award from DALBAR reaffirms our unwavering commitment to providing exceptional service to plan sponsors and participants. Our dedicated team and cutting-edge technology are central to this achievement,” Stevenson stated. He further emphasized Nationwide’s dedication to supporting customers amidst market volatility and inflation, ensuring award-winning service across all interaction channels.
DALBAR’s rigorous evaluation process for this award encompassed a comprehensive year-long audit of Nationwide’s service delivery across multiple platforms. These included Nationwide’s retirement contact center, private-sector web portal, public-sector portal, mobile apps, and websites. Each of these customer interaction points consistently met or surpassed DALBAR’s stringent criteria, contributing to Nationwide’s overall recognition for excellence in Nationwide Insurance Customer Service and related financial services.
Shelley Eramo, Director at DALBAR, noted Nationwide’s proactive approach to customer satisfaction. “Nationwide prioritizes a seamless customer journey, ensuring every interaction point leads to a positive customer experience. Their continuous improvement efforts in service experience are evident,” Eramo commented. This focus on constant enhancement underscores Nationwide’s commitment to providing top-tier nationwide insurance customer service and broader financial support.
In today’s increasingly digital landscape, Nationwide’s collaboration with its Technology team is crucial in maintaining and improving customer experience. Nationwide Retirement Solutions leverages technology to simplify complex financial topics and empower participants to effectively monitor their retirement progress through user-friendly digital tools. This technological integration enhances efficiency and strengthens the overall nationwide insurance customer service experience.
This Customer Experience Excellence Award follows closely on the heels of Nationwide’s 2022 Plan Participant Service Award from DALBAR, which recognized their phone service excellence for the ninth year in a row. Nationwide Retirement Solutions manages nearly 32,000 retirement plans, safeguarding over $165 billion in participant assets as of December 31, 2022. They support more than 2.7 million participants across governmental 457, corporate 401(k), and not-for-profit 403(b) markets. Nationwide’s core values of integrity and service are central to their mission of providing exceptional nationwide insurance customer service and securing financial futures for their clients.
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