The latest Roy Morgan Customer Satisfaction Awards place the Mercer Super Trust in the number one spot for customer service, with the most satisfied members of any Australian retail super fund.
Renée McGowan, Mercer’s Chief Customer & Marketing Officer, Pacific, said: “We’re thrilled with this recognition. We strive to make a difference in the lives of our customers every day – helping them secure a better financial future. So, it’s very pleasing to have this independent validation that we’re satisfying their needs and exceeding their expectations.”
Ms McGowan attributed the top ranking to Mercer’s significant investment in building Mercer’s customer service capability through customer-centric design.
“Securing better retirement outcomes for our customers is our top priority. The customer is absolutely central to Mercer’s ‘new school’ approach, which is driven through our digital transformation, customer management, marketing automation, a renewed operating model, and workforce management,” she said.
A ‘Salesforce1’ CRM system, new mobile-first website, and a raft of innovative online financial advice tools, coupled with ongoing workplace education and advice, were just some of the ways that Mercer is innovating to enhance the customer experience, according to Ms McGowan.
While the win recognises the Mercer Super Trust, Ms McGowan said, “So many elements of the infrastructure and culture supporting the Mercer Super Trust are also available to our corporate, industry and public-sector super administration clients.”
This is Mercer’s first appearance in Roy Morgan’s top spot for 2016. Ms McGowan is confident that Mercer’s commitment to the highest quality of customer care should ensure the master trust retains a strong position in the rankings well into the future.
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset—their people. Mercer’s more than 20,000 employees are based in 43 countries and the firm operates in over 140 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global professional services firm offering clients advice and solutions in the areas of risk, strategy and people. With 57,000 employees worldwide and annual revenue exceeding $13 billion, Marsh & McLennan Companies is also the parent company of Marsh, a leader in insurance broking and risk management; Guy Carpenter, a leader in providing risk and reinsurance intermediary services; and Oliver Wyman, a leader in management consulting. For more information, visit www.mercer.com.au Follow Mercer on Twitter @MercerAu