Smart Pension achieves double-win with Investor in Customers Awards

Smart Pension achieves Investor in Customers Silver Award and A Company that Cares Award

Smart Pension, one of the UK’s leading workplace pension providers, today announces the successful achievement of the Investor in Customers Silver Award, as well as A Company that Cares Award. Investors in Customers (IIC) has recognised Smart Pension for understanding and meeting its customers’ needs, delighting customers and engendering loyalty.

Smart Pension secured the two awards and was credited for its clear and accurate communication, knowledgeable and helpful employees and for the ease of doing business. Employers and members surveyed for the award praised Smart Pension for its ease and simplicity, and for putting the ‘customer at the heart of everything it does’.

The awards come just months after Smart Pension announced the launch of the industry’s first call wait time tracker. The new online tracker lets savers view the latest average call wait times to speak to a Smart Pension service support consultant. Smart Pension has one of the highest Trustpilot scores in the industry, a 4.7/5, which is based on well over 3,000 customer reviews, and the company has achieved an all-time high member NPS score of 75, reflecting the high satisfaction of our customers across the UK.

Sue Whittington, Chief Operating Officer at Smart Pension, said:
‍“Good customer service isn’t a nice-to-have; it is the whole experience. Today’s savers expect fast, simple and reliable support – whether that’s from their app, or from a person on the other end of the phone. I’m delighted to announce these Investor in Customers accreditations as recognition of our hard work to support our customers and our continued delivery of some of the highest standards of customer care in the industry. The IIC assessment is thorough and far-reaching. To have achieved the silver standard is testament to the consistent quality of customer service that we deliver to members, employers and partners alike.” 

Tony Barritt, Managing Director at Investor in Customers added:
“Congratulations to the entire Smart Pension team on achieving both the Investor in Customers Silver Award and the A Company That Cares Award. What stood out in the assessment was the consistency of the experience across different touchpoints and the way customer insight is clearly used to shape decisions and improve outcomes. These results demonstrate an organisation that genuinely listens, responds and acts in the best interests of its customers – providing clear evidence that Smart Pension is, in practice, A Company That Cares”

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