ABP and SPW tailor their services and communication - together with APG - optimally to their participants by listening carefully. This conclusion can be taken from the announcement of the Gouden Oor-standard, in which both funds were awarded 4 stars. This is the second-highest level.
According to the Gouden Oor, the KCC employees have the right customer-oriented attitude; they are professional, empathetic and look for answers to the questions of the calling participant.
APG has set up a management system on behalf of ABP that effectively contributes to the objective of being a listening, customer-sensitive and learning organization. In order to give this system with a focus on the participant extra strength, a number of important new steps were taken in 2023. For example, customer journeys have been developed to optimize APG's service provision to participants and employers. APG sees internal communication within all departments of these customer journeys as an important contribution to the customer experience.
The improvements in service provision and communication have also been noted by the assessment committee of the Gouden Oor and have led to the 4-star rating for ABP and SPW. "Signals from the customer are received and processed in a structured manner. Attention is paid to improving the service provision to the customer and improving processes that contribute to this."
Feedbackloop
The measured complaints process and the Feedbackloop are important components of this: APG receives direct and indirect feedback from participants and employers every day, including via the KCC and social media. APG signals this feedback in the Feedbackloop, in order to discuss it jointly with various customer contact channels throughout the chain and to set out action points.
“There is a well-developed communication structure, both internally in the various layers of the customer experience and participant contact and externally with the funds and participants. The aim of this is to start processes that ensure further improvement of the customer experience”, according to the assessment committee of the Gouden Oor.
KCC employees: professional and empathetic
The KCC plays an important role in the contact with the participant. According to the assessment committee of the Gouden Oor, the employees in that department have the right customer-oriented attitude. "They are professional, empathetic and look for answers to the questions of the calling participant. There is regular feedback, so that the participant has the opportunity to confirm that the conversation is going well or that there are other or additional questions. The KCC employee has practical and up-to-date information to help the caller during the conversations.”
Improvements in complaints handling
The clear focus on the participant is also evident from the complaints handling. As of 1 January 2024, pension funds must work in accordance with the ‘Updated Code of Conduct for Dealing with Complaints’. For example, customer signals that previously did not have to be registered as a complaint must now be registered. The KCC and the departments involved in pension administration act on this together. And with results. For example, with a score of 97 percent (out of 100 percent), ABP is in the top 4 of best performing Dutch pension funds at the beginning of 2024.
Photo caption:
The presentation of the Golden Ear certificate to ABP. From left to right Jisvi Schreuder (Gouden Oor), Rob Schormans (APG), Fred Stapel (ABP) and Stephan Vollenbroek (ABP).