Nationwide Celebrates Sixth Success in Customer Experience Excellence with DALBAR Award

Nationwide Achieves Sixth Consecutive DALBAR Customer Experience Excellence Award

In a remarkable testament to its commitment to delivering top-notch service, Nationwide has once again received the prestigious DALBAR Customer Experience Excellence Award. This marks the sixth consecutive year that the company has been recognized for its outstanding performance in providing customer support, especially for retirement plan participants. Such accolades reflect Nationwide's relentless pursuit of excellence in customer service across multiple communication channels, including phone, websites, and mobile platforms.

A Multifaceted Approach to Customer Service

Nationwide believes that the trust placed in them by retirement plan participants is crucial. Carah Brody, Vice President of Business Operations for Nationwide Retirement Solutions, emphasized how exemplary service is central to honoring that trust. “These recognitions validate the intentional investments we've made in our people, our processes, and our digital experiences to create interactions that are clear, responsive, and truly participant-focused,” she stated. This comprehensive approach ensures that all aspects of customer interaction are managed efficiently and effectively, enhancing participant experiences overall.

Julie Dell'Olio, Director at DALBAR, expressed admiration for Nationwide's commitment to service excellence. The sustained success of the company is seen through its innovative approaches combined with a human touch that participants value. Dell'Olio believes the level of performance exhibited by Nationwide sets a benchmark not just in the organization but across the retirement services industry as a whole.

A Rigorous Evaluation Process

Acquiring the DALBAR Customer Experience Excellence Award is no small feat. It involves meeting stringent criteria through a robust evaluation process that spans an entire year. This evaluation encompasses customer interactions across all touchpoints, from phone support to digital engagements. Nationwide's sustained success in this rigorous evaluation underscores its leadership position in the industry concerning participant experience and service delivery.

The scale of Nationwide's reach is impressive, as it currently supports around three million participants across an extensive range of retirement plans, managing approximately $250 billion in assets. Their service offerings span across full-service recordkeeping, investment solutions, and pension risk transfer, thus positioning them as a trusted partner for retirement planning. Notably, Nationwide holds the top rank in public 457 plans by the number of plans serviced, with an impressive average tenure of 29 years in this market segment.

A Long-Term Commitment to Improvement

For over half a century, Nationwide has remained dedicated to enhancing its retirement solutions and service experiences. The organization continually strives to better support individuals as they prepare for and embark upon their retirement journeys. The diverse range of solutions offered includes mutual funds, managed accounts, pension risk transfer options, and fixed income solutions, all aimed at fostering long-term financial growth, effective risk management, and income planning for participants.

Each of these service offerings is designed to assist individuals in effectively navigating their retirement preparations, ensuring they feel confident about their financial futures. By being at the forefront of innovative solutions while maintaining a steadfast focus on customer needs, Nationwide aims to empower more individuals to save for a dignified retirement.

For more information about Nationwide’s comprehensive offerings for retirement plan participants, visit nrsforu.com. The enduring recognition from DALBAR is not merely an award; it embodies the ethos that guides Nationwide in its mission to provide exemplary service and support to all clients.

About DALBAR

Since its inception in 1976, DALBAR has carved out a significant niche as a leading independent financial services market research firm. Celebrating its 50th anniversary, DALBAR focuses on decoding the needs, behaviors, and concerns of investors and financial professionals alike. The actionable insights it provides help companies improve their services. Its awards are a recognized standard of excellence, widely respected across the financial services sector. To learn more about DALBAR, visit dalbar.com.