Customer satisfaction: PFA ranks highest among commercial pension providers

A new survey of customer satisfaction in the pension industry shows that PFA has the highest level of customer satisfaction among commercial pension providers. At the same time, the survey indicates that people in Denmark increasingly expect more than simply a good return.

This development reflects a shift in the expectations of people in Denmark. A pension should not only provide long-term financial security but also be relevant in everyday life. This includes, among other things, advisory services on later life, help during illness and support for mental well-being.

“What we see in the survey is the value of a strong customer community, where everything we do ultimately benefits customers. When so many feel they receive relevant advisory services, help in everyday life and a good return, it is a clear sign that we are on the right track. I am pleased about that, because it shows how far we have come and that customers appreciate the effort we have put into improving the experience,” says Camilla Holm, Group Executive at PFA.

Advisory services on life situations such as later life, health and stress in particular are playing a greater role in customer satisfaction. At the same time, people in Denmark attach importance to experiencing value for money and seeing their savings develop positively.

At PFA, this progress can be seen broadly across customers’ assessments, including when it comes to advisory services, service, accessibility and value for money. This is also supported by the fact that more and more companies and customers have chosen PFA in recent years.

“It is not one single thing that makes the difference but a sustained focus on improving the customer experience. We have worked purposefully to strengthen advisory services, make it easier to get help and be clear about the value customers receive. At the same time, we have focused both on returns and on supporting customers in situations where life is difficult, for example in cases of stress or illness,” says Camilla Holm.

The leading EPSI survey, in which PFA ranks highest among commercial providers, reflects a broader development in the pension industry, where people in Denmark increasingly expect their pension provider to be closer to their everyday lives and to offer more than financial security, including when it comes to well-being, working life and the transition to later life. The same picture can be seen in the Aalund survey, where PFA also ranks number one for customer satisfaction among companies.

This development is expected to continue in the coming years, as demands on the role of pension providers in the everyday lives of people in Denmark continue to grow.