Category Archives: customer service

An employee whose job was to be sacked

Customer service has improved little in the last fourty years. This story demonstrates the high standards that once existed in one of our leading Department Stores. Continue reading

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Dashboards will test quality of service – and value for members.

Thanks Paul McGlone for reminding the good people of Linked-in that “dashboard denial” is futile. He ends a pithy argument with an admission that while dashboards are coming , we don’t know quite when. Of course, none of that is … Continue reading

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How can pensions be giving savers VFM but not be dashboard ready?

  Outcomes for dough, portals for show! Over the weekend, I’ve been thinking about how I can judge the quality of service I receive from my pension provider. As a consumer there are a number of things I would like … Continue reading

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Dashboard? – we’re dash-less and bored!

  The title was my summation of a discussion of dashboard progress over the past four years. We’d been talking about what the general public want and had landed on precisely the model illustrated at the top of the blog. … Continue reading

Posted in age wage, Bankers, customer service, Dashboard, dc pensions, pensions | Tagged , , , , , | 4 Comments

Lord share their data – but not yet!

Augustine’s wayward prayer – “Lord, make me holy – but not yet”, sprung to mind as I sat with the dashboardistas in Parliament yesterday. The Government’s “Pensions Dashboards – working together for the consumer” is a pretty vague document which … Continue reading

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DWP’s silence on dashboards helps nobody.

We are now in Mid- August. “Summer’s lease has all too short a date”, the promised announcement on the “feasibility” of the pension dashboard looks like slipping to the autumn. Meanwhile over 100,000 people each quarter reach 55 , a … Continue reading

Posted in customer service, Dashboard, pensions | 3 Comments

Isn’t it time we thought of pensions as insurance (again)?

  Yesterday, I wrote of the positive future that I saw for collective schemes, if they could rid themselves of the pernicious effects of financial economics. I based my arguments on my perceptions of the impact of mark to market … Continue reading

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Britain leading the way (at last)

The balance of regulatory geo-politics has changed (did I really write that!) I guess most baby boomers like me grew up thinking that (at least in matters financial), Britain could look to America for progressive policy and practice. This is no … Continue reading

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Ignore “bad “; let’s big-up good asset management!

The asset management industry will get nowhere trying to defend bad practices. It should be celebrating its success stories. We have good active managers in this country and we have good passive managers, protecting bad practice among bad asset managers … Continue reading

Posted in consultant, corporate governance, customer service, pensions | Tagged , , , , , | 3 Comments

Turning payroll administrators into pension managers

      A payroll administrator pays someone tomorrow, a pension manager pays someone for ever. A workplace pension is no more than deferred pay, you remove money from today’s pay-packet and it is returned later, when there’s no money … Continue reading

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