Industriens Pension and PFA have ranked at the top of the ESPI Rating Denmark survey for customer satisfaction.

For the second year in a row, Industriens Pension placed first in EPSI Rating Denmark's annual satisfaction survey among Danish pension savers while PFA has also been crowned with having the most satisfied private customers among commercial pension companies for a second year in a row.

Industriens Pension's satisfaction score for 2023 is 70.6 points, while the overall industry average is 65.4 points.

"Members' satisfaction with the pension scheme is crucial to us, which is why we are very pleased with this excellent ranking. I see it as a recognition of highly competent and committed employees throughout the company.

“There is a very good awareness that we must always keep the members' needs in mind to live up to the trust. We certainly take nothing for granted," Industriens Pension CEO, Laila Mortensen, said.

In regard to PFA’s ranking, EPSI Rating Denmark country manager, Sofie Breum, said: "Once again this year, PFA maintains an excellent level. Their customers are especially satisfied when they advise on preventing illness and transition to senior life. It works well for them.”

PFA executive vice president for the commercial area, Camilla Holm, said: "As a pension company, we are here to serve and advise our customers so that they are satisfied, safe and financially secure. Therefore, it means a lot to us that the study shows that we have satisfied customers, and this is especially important in a situation where we are experiencing a large influx of new customers to our customer community.”

PFA scored above the industry average in all elements of the survey except one, which is ‘delivers a good return in relation to risk’.

"Of course, it is first and foremost important that PFA's customers receive good returns that give them financial security. But the survey also shows that we need to get better at telling our customers about the value we create when we manage our customers' pension savings. So, we will continue to focus on this in our dialogue with customers. Overall, we look forward to diving into this new study and using it to deliver even better customer experiences to our 1.3 million customers,” Holm added.

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