By Alex Thornton, Nicholas Fitzgerald, Richard Lloyd and Heather Rose
This report presents the findings from a research project carried out by GHK Consulting and TNS-BMRB for the Pensions Client Directorate (PCD). The research was undertaken to measure customer experience and satisfaction of The Pensions Advisory Service (TPAS) to gain a better understanding of the current customer profile and assess the extent to which the service met their needs.
The research included a telephone survey of 500 users of TPAS’ helpline and 790 responses from a postal survey to customers who had used the written complaints service. Twenty respondents from these surveys also completed in-depth telephone interviews.