Research and analysis

Communicating with customers approaching retirement (RR702)

This research aimed to identify the communication and information needs of customers approaching retirement.

Documents

Communicating with customers approaching retirement (RR702): report

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Communicating with customers approaching retirement (RR702): summary

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Detail

By Sarah Jenkins and Jerry Latter

This research aimed to identify the communication and information needs of customers approaching retirement. The key aims of the research were to investigate customers’ views on:

  • retirement and being a pensioner
  • financial planning for retirement
  • knowledge of State Pension and other Pension, Disability and Carers Service (PDCS) products
  • communications from PDCS.

The study consisted of 18 discussion groups in total across two waves of research conducted in November 2008 and March 2010 across England and Wales. This report presents the findings and recommendations from the study on how PDCS could provide relevant, timely and effective communications.