Nationwide Wins Sixth Straight DALBAR Customer Experience Award
Event summary
- Nationwide earned its sixth consecutive DALBAR Customer Experience Excellence Award on February 25, 2026.
- The award recognizes excellence across phone, website, and mobile service channels for retirement plan participants.
- Nationwide manages $250 billion in assets for 3 million participants across 30,000 retirement plans.
- DALBAR's evaluation process spans a full year, assessing service quality and consistency across all touchpoints.
The big picture
Nationwide's sixth consecutive win underscores its deep-rooted culture of customer-centricity in the retirement services industry. With a significant presence in public 457 plans, private 401(k), and nonprofit 403(b) markets, the company's sustained performance sets a benchmark for the entire sector. The award highlights the strategic importance of service excellence in an increasingly competitive landscape.
What we're watching
- Sustained Performance
- Whether Nationwide can maintain this level of service excellence amid potential industry disruptions.
- Digital Innovation
- How Nationwide will balance digital innovation with the human touch that participants value.
- Market Position
- The pace at which Nationwide can expand its lead in the retirement services industry.
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