Research and analysis

Pension Wise service evaluation: customer experiences and outcomes

Findings from a quantitative evaluation to understand customer experiences of using the Pension Wise service, and the impact it has on knowledge and behaviour.

From:
Department for Work and Pensions
Published
23 October 2017

Documents

Pension Wise service evaluation: full year findings

Ref: ISBN 978-1-78425-973-0

PDF, 622 KB, 56 pages

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Annex – Pension Wise service evaluation questionnaires

PDF, 255 KB, 31 pages

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Details

Pension Wise is a national, government backed service that launched in April 2015 as part of the pension freedom reforms. Anyone over the age of 55 with a defined contribution pension has the option to access their pension flexibly. Pension Wise offers free, impartial guidance, through face-to-face and telephone appointments alongside its website, to help those aged 50 and above understand the range of choices open to them.

This report covers analysis of quantitative research undertaken with Pension Wise customers as well as those who were eligible for the service but did not use it. The research measures the success of the service in terms of customer experiences and the outcomes achieved, relative to non-users. It covers:

  • where customers heard of the service and what prompted them to use it
  • the experience of booking and undergoing face-to-face and telephone appointments
  • satisfaction with the service
  • the impacts of the service, both on knowledge and understanding of pension options, and on the actions people took to progress their chosen options

The research was carried out by Ipsos MORI, on behalf of Pension Wise.

The report outlines findings from a full year of this research programme, interviewing a sample of customers who had appointments between February 2016 and January 2017 inclusive. The research took place between February 2016 and May 2017.

Findings from this research programme will be used to support the future design and delivery of the service.

Authors: Mary Buxton and Midge Clayton (Pension Wise) and Jayesh Shah, Daniel Pedley, Theebika Shanmugarasa and Dr Rebecca Klahr (Ipsos MORI).

The Pension Wise service evaluation: wave 1 interim findings were published in October 2016.

In addition to this research, Pension Wise also publishes monthly performance data.

Updates to this page

Published 23 October 2017

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