Member Survey
How Are We Doing?
Insights from Our August 2025 Member Survey
In August, we reached out to 55,621 HL Workplace members-both active and deferred-to understand how satisfied they are with our service. We received 1,300 responses, offering a valuable snapshot of member sentiment and engagement.
Strong Satisfaction Across the Board
An impressive 95% of respondents rated their workplace pension experience as either Excellent, Good, or Satisfactory. This reflects the continued strength of our service delivery and the trust members place in HL Workplace.
Member Voices
Over 60% of respondents left comments about their overall experience with HL. Of those, nearly three-quarters had rated their experience as Excellent or Good.
Here are just a few of the comments that stood out:
“Always highly informative and quick to respond.”
“The app makes it very easy to understand.”
These testimonials reinforce the value of our digital tools and responsive support.
Engagement
A remarkable 96% of respondents expressed interest in their workplace pension – whether Extremely, Very, or Somewhat interested. Notably, active members showed higher levels of interest than deferred members, with engagement tapering off after age 70.
Improved Retirement Understanding
More than 76% of respondents felt their understanding of retirement planning had improved to some degree.
“I went from zero knowledge to expert over the years with HL.”
This speaks volumes about the impact of our educational resources and ongoing support.
Value
One-to-one sessions with a Financial Wellbeing Specialist were voted the most useful element of our HL Workplace service. These personalised interactions continue to be a cornerstone of our financial wellbeing strategy. Members who completed actions with us – whether updating details, transferring pensions, or exploring drawdown options – reported generally positive experiences, reinforcing our commitment to making every interaction count.
Looking Ahead
The 2025 HL Workplace Member Survey highlights both the strengths and evolving expectations of HL Workplace. While overall satisfaction and engagement remain high, the feedback shows the growing importance of personalised support, digital accessibility, and clear communication. These insights reinforce the value of tailored education, proactive engagement, and robust digital tools in driving positive member outcomes. HL Workplace continues to invest in digital innovation, personalised support, and educational resources to help members enhance financial wellbeing and retirement readiness. Our new Workplace admin hub and app redesign will only strengthen the above positive responses for the year to come.
