The member perspective: getting the member experience right

A good experience for members is important no matter a pension scheme’s endgame strategy. Trustees keep control of the administration for as long as a scheme runs, and can use this opportunity to enhance the member experience. 

Last year, we set out to uncover what matters to members of defined benefit (DB) pension schemes. We surveyed over 1,000 members with DB pensions to understand how they engage with their pensions, their confidence in making decisions and what support they want from their schemes. Over the last few months, we’ve been exploring what really matters most to members through our Member Perspectives series. 

Our third publication focuses on getting the member experience right - we explore practical ways to do so, from giving members support to managing projects effectively. We cover:

• Key areas where trustees have an opportunity to make an impact.
• The growing importance of good administration in line with the latest guidance from the Pensions Regulator.
• Why good data is critical to any endgame strategy.
• Ensuring members understand their member options.

Read our publication

You can read more about members views on run-on and surplus sharing in our second Member Perspective publication here.

Check out our Excellence in Endgames insights hub, where our experts share practical insights to help you shape and deliver your strategy. 

If you have any questions or would like to discuss further, please get in touch. 

This communication has been compiled by Hymans Robertson LLP® (HR) as a general information summary and is based on its understanding of events as at the date of publication, which may be subject to change. It is not to be relied upon for investment or financial decisions and is not a substitute for professional advice (including for legal, investment or tax advice) on specific circumstances. HR accepts no liability for errors or omissions or reliance on any statement or opinion. Where we have relied upon data provided by third parties, reasonable care has been taken to assess its accuracy however we provide no guarantee and accept no liability in respect of any errors made by any third party.