19. Satisfaction with sponsor services
Account/service team responsiveness
Account/service team industry knowledge
Staff consistency/lack of staff turnover
Compliance support/testing
Plan design flexibility
Form 5500 processing
Legislative/regulatory updates
Sponsor Web site and tools
“Cost-to-value” of plan fees
Plan analytics/reporting/benchmarking
Immediately on enrollment
6 months
1 year
2 years
3 years
4 years
5 years
After more than 5 years
(
1–7 scale)
6. 58
6. 55
6. 52
6. 45
6. 41
6. 37
6. 33
6. 32
6. 24
6. 23
15. Participants with outstanding loans
2009 2010
12.3% 12.8%
10.0% 10.0%
change
Average 4.1%
4
Median 0.0%
2
16 Participants making hardship withdrawals
2009 2010 change
Average 2.7% 2.1% - 22.2%
3
Median 1.0% 1.0% 0.0%
2
17. Importance in selecting/evaluating a provider
Overall participant servicing 34.6%
Overall sponsor servicing 15.0%
Quality of client service team 11.9%
Cost/fees 11.3%
Range of investment options 9.6%
Experience/plan design consulting 5.2%
Provider's reputation/brand 4.8%
Flexibility in plan design 2.0%
Participant Web site/tools 1.2%
Sponsor Web site/tools 0.8%
Integration with other benefit offerings 0.7%
Prior relationship(s) 0.2%
Socially responsible offerings 0.1%
(
1–7 scale)
6. 47
6. 43
6. 40
6. 33
6. 32
6. 31
6. 29
6. 29
6. 28
6. 14
6. 11
6.06
6.03
20. Investment options formally reviewed
2009 2010 change
Quarterly 30.8% 27.5% - 10.5%
3
Twice a year 14.5% 16.0% 10.6%
4
Annually 38.8% 38.0% - 2.0%
3
Every 1-2 years 5.7% 6.6% 15.3%
4
Every 2-3 years 2.8% 3.0% 7.2%
4
Every 3+ years 2.4% 2.8% 17.1%
4
Never 3.8% 4.6% 21.7%
4
Other 1.2% 1.4% 15.2%
4
21. Investment vehicles used in DC plan
2009 2010
Mutual funds 87.4% 90.1%
Separate account 13.6% 13.3%
Managed account 24.7% 31.9%
Commingled pool 5.9% 6.6%
Collective trust 10.2% 10.7%
22. Participants taking advantage of the maximum match
2009 2010 change
All or nearly all participants 24.8% 24.9% 0.5%
4
Vast majority (75% or more) 32.4% 33.4% 3.1%
4
About half 22.6% 22.2% - 1.9%
3
Less than half 20.2% 19.5% - 3.4%
3
23. Top 10 industries
1 Manufacturing—Industrial 10.2%
2 Building/Construction/Contracting 5.6%
3 Manufacturing—Consumer Products 5.5%
4 Health-Care Organization (for profit) 4.9%
5 Nonprofit Organization/Endowment/Foundation 4.1%
6 Retail 4.1%
7 Health-Care Organization (not for profit) 3.9%
8 Financial Services 3.8%
9 Law/Legal Services 3.2%
10 Wholesale 3.2%
change
3.1%
4
- 2.4%
3
29.2%
4
10.7%
4
5.0%
4
18. Satisfaction with participant services
Participant loan/withdrawal processing
Participant statements
Range of investment options
Participant Web site functionality
Participant call centers
Enrollment assistance
Retiree services/payments
Participant beneficiary administration
Online tools/savings & investing services
Communication materials
Onsite meetings
Participant fee disclosure
Overall education program
Note: Figures rounded to nearest tenth. Change percentages based on unrounded figures.
