DALBAR once again recognized Nationwide Retirement Solutions for distinction within the financial services community for its exceptional care of retirement plan participants, this time with the 2021 Customer Experience Excellence Award. This is the second consecutive year Nationwide has received this honor, which is based on a detailed review of the customer experience channels to evaluate if superior care and high-quality customer interactions exceed industry standards.

“Our business is built on a model of providing extraordinary care to the plan partners and participants we serve,” said Eric Stevenson, president of Nationwide Retirement Solutions. “To earn this award from DALBAR in the first two years of its existence demonstrates our commitment to meeting customers where they are and delivering an exceptional service experience across all channels, whether by phone, web or mobile, particularly during the pandemic and related market volatility over the last year.”

DALBAR found that Nationwide provides an award-winning experience across the following service channels:

• Telephone – Consistently considered the most important channel by customers
• Web – The channel with the most repeat users
• Mobile – Particularly important with younger customers

DALBAR Director Brendan Yeager explains, “DALBAR holds companies to stringent quality standards. To exceed our award levels in a single channel is a huge accomplishment, but to do so across the channels that make up the overwhelming majority of customer interactions is something else entirely; it is truly remarkable. This accomplishment not only speaks to Nationwide’s deep commitment to the customer experience, it also reflects their ability to execute flawlessly. They are really delivering on the promise of a superior standard of care, regardless of how their customers choose to interact.”

2021 is the second year in which DALBAR recognized leading providers with the Customer Experience Excellence Award. DALBAR’S Customer Experience Audit (CXA) programs have been evaluating the various channels through which financial services companies communicate and interact with their customers for over 30 years. Their approach involves reviewing actual interactions, communications and interfaces against industry-leading criteria and accumulated best practices. These are compared to DALBAR’s market-leading criteria, top-performing firms and accumulated best practices.

DALBAR, Inc. is the financial community’s leading independent expert for evaluating, auditing and rating the customer experience, business practices, investor behavior, and product quality. Launched in 1976, DALBAR has earned a reputation for consistent and unbiased evaluations. DALBAR awards are recognized as marks of excellence in the financial community.

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