Closing the confidence gap. What members really need from their pension provider

Our latest research highlights a key challenge facing pension schemes today: member confidence at retirement remains low. Members are not disengaged, they lack confidence. Based on analysis of more than 10,000 member interactions and a survey of over 15,000 members, we explored what drives better member outcomes, how retirement confidence influences decision-making, and why traditional administration models may no longer be enough.

In this article, you will discover:

• Why the issue facing pension schemes is a confidence gap, not an engagement gap
• The four things members consistently say they need most from their pension provider
• Why pension administration must evolve from transactional processing to supporting better decision-making and outcomes
• How a more proactive, personalised approach can help build trust, confidence and stronger retirement outcomes