We’ve been saying for months that Willis Towers Watson’s level of customer service is woeful. Members have complained about not being able to get through to WTW or not having letters answered. We wrote to Mr Harry Baines, Chairman of the Trustee Board, who also never answers emails, telling him that he needed to get a grip of the situation quickly.
Well, he might not be responding to letters and emails but he’s obviously listening to the Union.
WTW has issued a survey to all those members who have contacted it in the last 12 months asking for their views about the service they received. The survey closes on 31st March 2024. Members responding to the survey should be honest and not pull any punches.
Whilst we are pleased that the Trustee is dealing with the issue at last, we are concerned that WTW are the ones administering the survey and analysing the results. Marking your own homework is never a good thing. The Trustee should have carried out the survey itself or at least employed an outside organisation to analyse the results independently of WTW.
Transparency is key; we will expect the full results to be published to all members of the pension schemes.
Worst NPS Ever
Members will recall that in our survey last year we asked the Net Promoter Score question about the service being provided by Willis Towers Watson (WTW).
The worst score you can get is -100; the highest score is +100. Any score above zero is good, anything +50 is excellent, and anything over +70 is considered world class.
Hundreds of members replied, a very high turnout considering the fact that most people never need to contact WTW.
WTW had an NPS score of -82, one of the worst we have ever seen. 88% of respondents in our recent survey were ‘Detractors’, compared to just 6% who were ‘Promoters’. In a similar survey, retired members of the Union gave WTW an NPS score of -72.
To put that score in context, Lloyds Banking Group has an NPS of +62, Apple +61, John Lewis +68, Metro Bank +82, Amazon +73, Tesla +97 and Marks and Spencer +29. The worst we could find was Aviva with a score of -28. A score of -83 is unprecedented.
We will produce further Newsletters once the results are published.
In the meantime, members with any questions on this Newsletter should contact the Union’s Advice Team on 01234 262868 (choose Option 1).
MEMBERS SHOULD PASS THIS NEWSLETTER ON TO THEIR COLLEAGUES SO THEY TOO CAN BENEFIT FROM THE ONLY INDEPENDENT TRADE UNION IN LLOYDS AND HALIFAX