Boston, Jan. 11, 2018 (GLOBE NEWSWIRE) -- Nationwide has made an organizational commitment to providing a superior standard of care to customers across their retirement business. Today Dalbar, the leading independent expert on the customer/client experience in the financial services industry, is able to validate that commitment by recognizing Nationwide with the following awards:

  • 2017 Plan Participant Service Award for contact center support to plan participants in both public and private sector plans
  • 2017 Recognition for Excellence for telephone support and relationship management through the New Plan Implementation and Conversions processes
  • 2017 Recognition for Excellence for email support and relationship management by the Client Services Team to plan sponsors, third-party administrators and financial advisors

According to Dalbar Director Brendan Yeager, “Nationwide’s focus on the customer experience extends across the life cycle of their retirement plans, from the initial implementation through disbursement. They are committed to providing an award-winning experience to all of their stakeholders, from the financial advisor and third-party administrator to the plan sponsor and, of course, individual participant. They excel at both transactional interactions through their contact center and at building trust-based relationships with plan sponsors and business partners.”

These awards were earned through an objective, third-party audit of randomly sampled customer and client interactions over the course of the year. In order to qualify for the awards, Nationwide needed to exceed stringent industry benchmarks in criteria covering all aspects of the customer experience including:

  • Relating to customers on a personal level and building relationships with clients
  • Meeting the transactional and information needs of stakeholders
  • Effectively assessing needs and communicating information in an easy to digest manner
  • Managing the flow of conversations

2017 marks the fourth straight year that Nationwide has earned both the Plan Participant Service Award for contact center support and the Recognition for Excellence for email support to plan sponsors and TPAs. This is the third consecutive year that Nationwide has been recognized for telephone support and relationship management for new plan implementation and conversions.

Dalbar, Inc. is the nation’s leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service. Launched in 1976, Dalbar is known for their consistent and unbiased evaluations of financial institutions and registered investment advisors. Dalbar awards are recognized as marks of a superior standard of care in the financial community.

For more information on the Plan Participant Service Award and Recognition for Excellence programs, please visit Dalbar’s web site at or contact Brooke Halloran at 617-624-7273 or

Contact: Brooke Halloran