PFZW given highest ranking for customer service

Dutch pension fund Pensioenfonds Zorg en Welzijn (PFZW) has been given the highest ranking for customer service by the Gouden Oor Standard.

The pension fund was awarded the certificate for ‘Excellent Practice, following the audit. It is the second time it has been given this recognition, as it was also awarded the same achievement three years ago during the last audit. It means PFZW’s customer service is one of the best in the Netherlands.

PFZW outsources customer service to PGGM, with most of the work done at PGGM.

“This Gouden Oor certificate is a wonderful recognition of PGGM's ability to listen to the customer throughout the entire customer service chain and to structurally translate this into improvements,” PFZW director, John Landman, said.

He said PGGM connects the needs of "participants and employers" by using digital resources, increasing data quality and services and listening carefully, measuring and improving.

This year was the ninth time that PFZW and PGGM had themselves benchmarked on how the pension fund maintains these contacts with participants in comparison with other customer contact organisations.

The three-year certification for the Gouden Oor is undertaken by Vedas Quality Certification. An annual interim audit assesses whether the organisation still meets all the conditions.

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