Performance Metrics and Process Improvement
Aspire recognizes that to achieve superior customer service, performance metrics are key to measure program performance as defined in our client engagements. Aspire’s Performance Scorecard (PSC) captures and evaluates key performance metrics across our client programs. In concert with the development of a PSC, Aspire evaluates our Service Level Agreements and Warranties, and makes any necessary modifications. This includes, but is not limited to, conducting regular performance surveys with our partners.
Education, Training and Communications
Our comprehensive education, training and communications program ensures that all retirement plan stakeholders have all the information needed to make an informed decision. We have instructor-led and online courses through our Education Center that provide access to printed and digital materials, including enrollment guides, personalized Rate of Return reports, multiple gap analysis statements, articles and tutorials on a variety of retirement topics, calculators, access to market research and commentary, FAQs
and a glossary, benefiting both plan sponsors and participants. Participant education is segmented into three life cycles—Getting Started
, Managing Retirement Investments
, and Nearing Retirement
. Additionally, we regularly conduct onsite visits for advisor training and hold webinars.
Training is provided at the time of implementation and when a new solution or tool is introduced. Phone support is available from trained specialists in the Call Center Monday – Friday, 8 a.m. – 8 p.m. ET at 866.634.5873. Our retirement management system provides communication for all stakeholders through a central hub on the technology platform with quick and easy access to information and tools through the Forms & Documents Library
. For assistance with the website, administrative or investment-related questions, participants can access the online Help Desk feature.