Benefits consultants lagging on service

Employee benefit consultants are falling behind other business sectors when it comes to meeting clients’ needs according to Investor in Customers, the service standard experts.

Their new Employee Benefits Sector Report looks at issues commonly experienced by clients of both consultancies and outsourced service providers, and highlights the difference in views between clients of the sector and those actually providing the services.

The report has been compiled following extensive research carried out from 2007 – 2010 and is based on the results from 5,607 questionnaires; 2,114 from clients, 3,182 from staff and 311 from senior managers within employee benefits sector businesses.

Neil Craig, managing director of Investor in Customers says: “The overall score for the EB sector was 7.25 out of 10 – a good two star score. However, the average over the entire IIC database stands at 7.33 so the sector is performing below par. The results showed that clients believe EB sector businesses should be more client-centric. It also seems the sector is failing to meet the standards businesses believe they are providing – and that clients expect.”