Case Study: Royal London improves workplace pension strategy with Savanta

Royal London improves workplace pension satisfaction with Savanta using KPI and key driver analysis

Royal London, a UK financial services provider, faced the challenge of gauging employer satisfaction with its workplace pension scheme and understanding the specific needs of its business customers. To address this, the company partnered with the research vendor Savanta to conduct a study that would assess the impact of recent service enhancements and identify areas for improvement.

Savanta implemented a tailored research approach, adapting a previous questionnaire to maintain key performance indicators while making it engaging for a B2B audience. Their solution used key driver analysis to pinpoint the main factors influencing satisfaction. The outcome provided Royal London with a clear map of performance against importance, offering actionable recommendations that fed directly into its operational and commercial strategies to improve customer experience.

Royal London