Smart Pension is marking Customer Service Week by publishing its weekly average call wait times on its website and app.
The new tracker allows savers to see how long it takes to reach a Smart Pension service consultant on average, currently under 10 seconds, as of October 2025. Members, employers, and advisers can access it through their online accounts or via the app.
According to Smart, the transparency around response times helps savers know support is available when needed, particularly for actions such as consolidating pensions, exploring retirement options or updating personal details.
The tracker works alongside Smart Pension’s app, which allows users to manage their pension digitally while maintaining access to support.
Smart Pension chief operating officer Sue Whittington says: “Good customer service isn’t a nice-to-have; it is the whole experience. Today’s savers expect fast, simple and reliable support – whether that’s from their app, or from a person on the other end of the phone.
“I’m delighted to be publishing our call wait times and we’d love to see other industry players put similar call wait time policies in place so all retirement savers can benefit. By publishing these times, we are holding ourselves to account publicly and can reassure our savers that their call will be answered quickly to help them feel confident that their pension is in safe hands.”
