What do our employer clients think of HL Workplace?

More than one in four of employers responded to the survey. They told us what they value, what we do well and what we could do to improve.

97% of respondents rated the service they received in the last year as ‘Excellent’ or ‘Good’.

Professional but friendly service all round! Knowledgeable but down to earth.

The range of services we provide employers helps them offer modern and competitive workplace benefits to their employees.

From pensions and investments to financial wellbeing and flexible benefits, we aim to support employees from the start of their working lives right through to retirement.

Communication and engagement

Our most valued service – as voted by our employers – is the communications we produce for pension members.

The key to encouraging employees to engage with their pension and retirement planning is to educate, motivate and demonstrate through effective use of communications.

When this works well, it can lead to better outcomes for individuals when they stop working.

Good materials for employees, well written, rarely get changes from our internal comms team.

Breaking down complex topics in plain, jargon-free English is vital in helping people understand their options and make informed decisions about their future.

Managing relationships

The governance and management information we provide is also highly valued.

Our Client Relationship Managers form close working relationships with their contacts. We produce detailed reports to provide valuable insight to employers and take time to understand the individual needs of each company’s workforce.

We also keep employers up to date with any relevant changes to pension legislation.

HL are an extension of [our company] and we have a very collaborative working relationship.

Comparison with previous providers

90% of employers who have used other pension providers told us that we offer a ‘better’ or ‘much better’ service.

Our employers said that the level of personal service and speed of response they receive to complex queries is what sets us apart.

[Our CRM] is always prompt to respond to my varied queries and is also thorough in his response.

Areas for improvement

An area in which our employers expected more from us related to the portal they use to upload monthly member contribution data. We’ve taken this feedback on board and have big plans for development in this area, including an overhaul of our front-end user experience for employers.

We recognise the importance of all the ways our clients interact with us, whether it’s on a personal basis or though the technology and systems used to administer the products we provide.

Advocacy

When it came to whether our employers would recommend us to their peers, 98% said they would.

That’s a huge motivation for our teams to continue the great work they’re already doing and to continue to make positive changes.

Alan Millward, Head of HL Workplace Acquisition & Engagement, said:

The feedback from our employer clients is a fantastic insight into the efforts and expertise of HL Workplace colleagues. We work hard to exceed expectations and focus on developments that matter most to our clients. We’ll continue to put the client at the centre of everything we do.

We’ll conduct the survey again next year and will share what our employers think in 2023.