Pension and Annuity Customer Experience Survey
Understand how pension subscribers, annuity buyers, and retirees evaluate providers, compare income options, and navigate servicing and payout decisions, so you can sharpen acquisition, pricing, retention, positioning, segmentation, and channel strategy.
CONTEXT & RELEVANCE
Why run this survey now
Most retirement customers don't lose confidence purely on investment returns. They disengage due to unclear benefits, complex choices, inconsistent advice, payout uncertainty, and slow servicing, none of which fully show up in complaint logs or satisfaction scores.
If you are...
- Retirement product leadership
- Customer experience teams
- Distribution strategy heads
- Actuarial and pricing teams
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete retirement income journey from consideration to long-term payout experience.
Retirement Triggers
- Retirement planning catalysts
- Information source influence
Provider & Channel
- Provider consideration set
- Advisor channel influence
Product Understanding
- Benefit comprehension clarity
- Guarantee and risk understanding
Choice & Pricing
- Income option trade-offs
- Fee and value perceptions
Onboarding & Documentation
- Application effort and clarity
- Verification and issuance delays
Service & Access
- Account servicing convenience
- Digital and assisted support
Payout & Claims
- Maturity and payout experience
- Claims and nominee support
Trust & Loyalty
- Long-term confidence drivers
- Renewal and advocacy intent
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Pension and Annuity Customer Experience Survey, we recommend a blended quantitative-first approach with flexible data-collection modes to balance reach, depth, and verification across diverse retirement customer cohorts.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the retirement financial services space.
Retirement Savings Proposition Positioning Among Salaried Investors (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Retirement Savings Proposition Positioning Among Salaried Investors (India)
Guaranteed Income Feature Trade-offs Among Urban Near-Retirees (India)
Retirement Savings Proposition Positioning Among Salaried Investors (India)
OBJECTIVE
A pan-India financial services brand needed to understand how mid-career salaried investors , late-career planners , and self-directed savers compared employer-linked pensions, market-based retirement plans, and guaranteed-income alternatives before forming provider consideration sets.
WHAT WE DID
We conducted an online survey across income bands, cities, and planning horizons, measuring brand awareness , benefit comprehension , advisor influence , switching openness, fee sensitivity, and preferred proof points across competing retirement savings propositions.
DELIVERED
The study produced a preference map , positioning territories , message hierarchy , segment-specific consideration drivers, and channel levers showing which proposition combinations resonated with each audience without attributing changes to commercial performance.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between pre-retirees, newly retired customers and established retirees?
How will you measure retirement income preference beyond simple ratings?
Will the survey map the full pension and annuity journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our retirement product acquisition and retention?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.