BT Retail Super Outperforms Peers in Customer Satisfaction

2 min read

BT’s retail superannuation has exceeded its peers in customer satisfaction, according to the latest research by Roy Morgan Research, as the wealth arm leads the way in putting the customer first, making it easier than ever for consumers to access and grow their super.

Announcing its latest year on year data on satisfaction levels with the financial performance of superannuation, the research house named BT as the biggest improver in their customer satisfaction levels, which jumped from 48.4 per cent to 58.7 per cent, leading all the other retail majors. It also topped the average satisfaction customer rating for industry funds.

The July 2014 Roy Morgan Research ‘Superannuation Satisfaction’ report is based on more than 30,000 interviews, between February and July this year.

The 10.3 per cent jump in satisfaction with the financial performance of BT superannuation comes as the group continues to lead the way in customer service and delivery of their superannuation through BT Super for Life.

“BT’s superannuation has again proved to be the consumer’s first choice. The latest research reflects our intense customer focus across the BT Superannuation business and our understanding of the ongoing needs of our customers,” said BT Financial Group CEO Brad Cooper.

As well as producing great returns for its members, BT’s online offering makes it easy for consumers to open a fund online, consolidate their multiple funds and monitor its performance through online banking.

BT’s Head of Retail & Corporate Super, Vicki Doyle, said fund performance is a significant driver of satisfaction with superannuation and is one of the major reasons people will switch funds.

“But equally important, is also ensuring that funds are proactively communicating regularly with customers – we can’t always assume that Super is top of mind for customers every day and it’s up to us to let our customers know how their investment is tracking,” Ms Doyle said.

“This is where it is important to leverage digital technology, through our online offering customers can view their balance at their convenience, but we also use SMS messages and emails to let customers know about important things such as the annual performance of their super account”.