Customers say Lifetime delivers on satisfaction, simplicity and support

At Lifetime Retirement Income, we like to check in with the people who matter most; our customers. That’s why we recently ran a customer satisfaction survey to find out how our clients feel about our products, our service, and their overall experience with us.

We’re delighted to share that the feedback was overwhelmingly positive.

Thirty percent of the customers invited to participate in the survey responded. That’s an excellent response rate for research like this and gives us great confidence that the results are representative.

Most importantly, those results were exceptional across every key measure. Our customers rated us highly for overall satisfaction, ease of use, communication, customer service and likelihood to recommend, with an average score of 4.7 or higher (out of 5) across the board.

“It’s incredibly rewarding to see such strong feedback,” says Ralph Stewart, founder and managing director of Lifetime Retirement Income.

“These results reflect not just the quality of Lifetime’s retirement funds, but the dedication and care of our team, who work tirelessly to ensure our customers feel secure and supported throughout their retirement.”

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Exceptional scores, backed by global benchmarks

Customer satisfaction is measured internationally by CSAT (Customer Satisfaction) and NPS (Net Promoter Score) benchmarks. Scores above 80% are considered world class. In our latest survey, we’re proud to say Lifetime comfortably sits in that top tier.

Here’s how we performed:

• Overall satisfaction: Respondents gave an average score of 4.7 out of 5 (94%)
• Ease of understanding the product: 4.6 out of 5 (93%)
• Customer service satisfaction: 4.7 out of 5 (94%)
• Communication quality: 4.8 out of 5 (96%)
• Likelihood to recommend: 4.7 out of 5 (94%)

These are outstanding scores in any context and all the more meaningful given the complexity of retirement income planning. Our goal is to make things simple, secure and transparent and it's clear our customers appreciate that.

Real feedback from real retirees

Beyond the numbers, it’s the comments that tell the story.

“I have been with Lifetime for more than six years and I can't speak highly enough of you,” wrote one customer. “I have recommended Lifetime to a number of my friends as I regard it as the best product of its kind.”

Another said, “Lifetime has made my retirement much easier. Help has always been available when I need it.”

We heard from retirees across the country who feel confident and reassured thanks to their Lifetime income. As one respondent said: “I am relaxed knowing I have a steady income via the Lifetime Retirement Fund – it feels safe.”

Others highlighted the relief of having a regular, predictable income: “I don’t have to worry about doing anything. The twice-monthly payments from Lifetime come as regular as clockwork. Thanks, guys.”

And it wasn’t just about the product, our team got plenty of praise, too. “Your on-line systems give good information and are easy to use. When I did phone you directly, the phone was answered quickly and by a person who was friendly, responsive and helpful.”

What matters to you, matters to us

We also asked about broader retirement concerns, and your responses were honest and insightful. Common worries included healthcare costs, inflation, market volatility and the challenge of financing potential residential care.

Some customers asked for more information about the costs of moving into a retirement village, or clarity on topics like tax, health insurance or managed funds. Many also expressed interest in new investment options and appreciated our ongoing communication and workshops.

We’ve taken all your suggestions on board, and they’ll help shape our thinking about the future. As always, we’re committed to evolving our services to better meet your needs and your feedback is vital in making that happen.

Building on a strong foundation

Ralph Stewart says the strong survey results reaffirm Lifetime’s core mission.

“Our purpose has always been to help New Zealanders turn their retirement savings into dependable income. This latest feedback confirms we’re on the right track, but we’re not resting on our laurels. We’ll continue listening and striving to make retirement less stressful and more secure for every one of our customers.”

Thank you!

A massive thanks to everyone who completed the survey. Your voice helps us grow, adapt and improve. Whether you’ve just joined Lifetime or been with us for years, your trust is deeply valued.

We’re proud to be part of your retirement journey, and we’ll keep doing our best to deliver the peace of mind and financial stability you deserve.

As one respondent put it, “Thank you for your exemplary service. It gives me great information and provides a level of financial security and peace of mind.”

That’s exactly what we aim for. And we’re thrilled to hear it.