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<p>The below data on customer satisfaction is collected post-appointment.</p><p /><table><tbody><tr><td><p><strong>Year</strong></p></td><td><p><strong>Customer
Satisfaction</strong></p></td></tr><tr><td><p>2016/17</p></td><td><p>94%</p></td></tr><tr><td><p>2017/18</p></td><td><p>92%</p></td></tr><tr><td><p>2018/19</p></td><td><p>93%</p></td></tr><tr><td><p>2019/20</p></td><td><p>94%</p></td></tr></tbody></table><p
/><p>Prior to the formation of the Money and Pensions Service (MaPS) in 2019, satisfaction
data was taken from the Pension Wise annual service evaluation and was not published
quarterly. During this time The Money Advice Service, The Pensions Advisory Service,
and Pension Wise had in place their own Key Performance Indicators (KPIs), along with
different approaches to measuring performance. MaPS wanted to have a single programme
measuring performance of their three service areas in a more consistent and joined
up way. During 2020/21, there was no Pension Wise evaluation because MaPS were setting
in place a new evaluation programme to achieve this.</p><p> </p><p>Satisfaction data
from 2021/22 is published quarterly by financial year on the MoneyHelper pensions
take up dashboard. Pension Wise satisfaction scores for telephone appointments are
provided quarterly by calendar year below – Q4 data is not yet available.</p><p /><table><tbody><tr><td><p><strong>Quarter</strong></p></td><td><p><strong>Customer
Satisfaction</strong></p></td><td><p></td></tr><tr><td><p>2021/22 Q1</p></td><td><p>93.2%</p></td><td><p></td></tr><tr><td><p>2021/22
Q2</p></td><td><p>93.9%</p></td><td><p></td></tr><tr><td><p>2021/22 Q3</p></td><td><p>93.5%</p></td><td><p></td></tr></tbody></table>
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