TPAS sees customer costs fall, engagement levels rise

In its annual review out this week the body said costs per visit have fallen from £36 in 2015/16 to £31 in 2016/17. The cost per customer serviced online has also fallen from £2.20 to £1.59 on the previous year. Meanwhile, 9% more customers have contacted the service - from 188,500 in 2015/16 to 205,400 2017/17. TPAS said the number of customers it has helped has gone up by 1% - from 177,900 to 180,500. Seeking guidance and information around retirement planning was the top reason behind customer contact with TPAS over the past year, via its written, telephone and webchat appointments...