The Voice of the Customer Framework (‘the Framework’) is an open-source, free-to-use guide to collecting and measuring feedback from pension scheme members and employers.

The Framework enables the consistent measurement of high-quality feedback data across the pensions industry.  It also provides for results to be captured, compared and tracked over time (for those that apply the Framework and want industry comparisons).  

The overriding objective is to improve the service experience of pension scheme members and employers  – and by measuring experience from the customers’ perspective, the industry can focus on improvements that have a material impact.    

The Framework is simple, self-policing and can be used by all industry participants – DB, DC, public, private, master trusts, providers, administration teams, third-party administrators etc.  Advisers can partner with their clients to implement the Framework and work with the resulting data.