10 February 2011
TPAS' high customer satisfaction confirmed by DWP research.
Independent research commissioned by the Department for Work and
Pensions and published today confirms that The Pensions Advisory
Services (TPAS) continues to deliver very high customer
satisfaction. 94% of people who used the TPAS helpline were
either very satisfied or satisfied with the response they received
and the outcome of their call. The satisfaction level for
people using the dispute resolution service was 67%. Of the
people who expressed some dissatisfaction with the service, the
report comments that this was largely driven by the outcome of
their complaints rather than the service they received.
In research published last year on the outreach work, 87% of
people who attended our talks on retirement planning found the
presentation useful or very useful and over 80% said they would
take some action on their retirement plans following our
talks.
The latest research report can be found here.
Partha Dasgupta, Chairman of TPAS, said "This is a fantastic
achievement by the staff and volunteer advisers at TPAS. And
it is good to know how we do the job is valued just as much as the
work itself by the public. We will be working hard to
maintain not only the quality of our work, but also this very high
level of customer satisfaction in the run up to and beyond the
start of automatic enrolment."
Marta Phillips, TPAS Chief Executive said "Achieving this
outcome for the helpline and dealing with dispute case work, places
us among the best for customer satisfaction for service
delivery. I am very proud to be leading such a talented group
of people who deliver such high levels of customer satisfaction."
Notes for Editors
- This is the third research report commissioned by the
Department for Work and Pensions on TPAS' work. It follows an
evaluation of our Talks in the Workplace service and a user testing
study of our website.
- The Pensions Advisory Service (TPAS) is an independent
organisation, operating at arm's length from DWP. It
provides independent, non-regulated, one-stop information and
guidance to members of the public on pensions matters. TPAS
has three core services that it offers to individuals free of
charge: information and guidance, dispute resolution and visits to
the workplace to provide information on retirement planning.
- TPAS provides a national pensions helpline 0845 601 2923 which
is open 9.00am to 5.00pm Monday to Friday. The dedicated pensions
helpline for women is contactable during the same hours on 0845 600
0806. In 2009/10 TPAS received 74,717 helpline calls, 16,371
written enquiries, 7,769 pension disputes and over 1,305,348 people
visited its website at www.pensionsadvisoryservice.org.uk.
- The service is provided by a nationwide network of volunteers
and augmented by technical and administrative staff based in
London. TPAS is funded by grant-in-aid from DWP which is
recovered by a general levy on pension schemes.
