At Brightwell, we’re committed to bringing pensions administration into the 21st Century.
Traditionally, the pensions industry has lagged behind the rest of the financial services sector in terms of offering high-quality services with leading-edge technology.
In partnership with Procentia, Brightwell has supported BTPS in transforming administration and, in turn, member satisfaction.
On in-sourcing pensions administration in 2018, BTPS’s CEM global pension benchmarking service quality score was 48 out of 100 – which was the bottom of the peer group – and this was reflected in the feedback BTPS was receiving from members.
By 2023, the CEM score had leapt to 87 – top of the peer group. This transformation has been achieved with bold decisions and considerable investment in people, processes and technology – which we are now making available to other schemes.
In addition, BTPS’ own member satisfaction score, based on an annual survey with members, has increased from 63% in 2018 to 89% in 2024.
General member satisfaction
rating (%) for BTPS
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