The webcast poll, conducted in June 2026 among UK trustees and pension scheme managers, found that 43% believe members will turn to dashboards at pivotal life events, while 40% expect usage to depend on prompts from communications. Only 13% anticipate regular, proactive use.
The results suggest that dashboards, on their own, may not drive sustained behavioural change. Instead, they reinforce the need for communications strategies built around specific life stages, when members are most likely to act.
Geraldine Brassett, senior director in WTW’s Pensions Outsourcing business, said: “It’s becoming clear that dashboards will be most powerful at moments that matter to members. Schemes should not assume that access alone will drive engagement. Targeted communications, aligned to life events, will be critical if dashboards are to translate into better decisions and outcomes.”
Beyond engagement, the research highlights a more immediate operational concern. Managing increased member enquiries was cited as the leading post-launch challenge by 39% of respondents. This reflects expectations that greater visibility of pension data will prompt a wave of questions from members seeking clarity on their benefits.
Data quality also emerged as a key risk. More than a third (36%) of respondents identified accuracy as a primary concern, with a clear link between poor data and potential erosion of member trust. The findings underline the reputational stakes for schemes as dashboards bring legacy data issues into sharper focus.
At the same time, there is broad optimism about the overall impact of dashboards. More than three quarters (76%) of those polled expect at least a moderate increase in engagement following launch. However, most believe this uplift will be concentrated among members who are already engaged, unless schemes invest in more proactive support.
Taken together, the polling paints a balanced picture of opportunity and risk. Dashboards are widely seen as a catalyst for improved engagement, but not a complete solution. Their success is likely to depend on how effectively schemes manage the surrounding experience, from communications to administration and data readiness.
Brassett added: “Dashboards represent a significant step forward in how members access their pension information. But the real test will be what happens next, how schemes respond to increased demand, how they maintain data quality, and how they support members in turning insight into action.”
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