RESEARCH | 2019 PLANSPONSOR BEST IN CLASS DC PROVIDERS PROVIDER INDUSTRY SNAPSHOT Nearly all (80%) of sponsors are at least somewhat likely to recommend their provider Likelihood of Recommending Recordkeeper to a Friend or Colleague Less likely 20% Somewhat likely 19% Extremely likely 61% Average Service Ratings PLAN ADMINISTRATION Plan transaction processing Distribution processing Beneficiary administration Plan design flexibility Payroll integration TECHNOLOGY Participant call centers Participant website Longer provider relationships, and smaller plans (see bottom chart), have greater satisfaction Average Net Satisfaction by Tenure With DC Plan Recordkeeper 67% 57% 60% Mobile apps/offerings Sponsor website Plan reporting Plan analytics/benchmarking PARTICIPANT EDUCATION Participant statements Enrollment materials/support Print/Digital campaigns On-site meetings/support Advice/Guidance tools 31% Financial education offerings SPONSOR SERVICES Plan/Industry knowledge Net Recommendation Rate By Total DC Plan Assets 69% 64% 74% 58% 56% 45% INVESTMENTS/FEES Range of investment options Fee clarity/transparency " Cost to value " of plan fees 8.18 8.95 9.72 7.71 8.63 9.42 7.85 8.72 9.53 6 7 8 9 Net Recommendation/Promoter Score represents the percentage of respondents " very likely to recommend " the provider (i.e., giving it a score of 9 or 10 on a 10-point scale) minus the percentage of scores of 6 or below (i.e., those " likely to recommend against " ). 10 Responsiveness and consistency Regulatory/Compliance services Min Mean Max 1 = Poor; 10 = Excellent 7.92 8.93 9.62 8.09 9.05 9.57 7.88 8.80 9.57 7.81 8.89 9.70 7.63 8.75 9.56 6 7.30 8.83 9.64 7.89 8.68 9.36 7.38 8.31 9.21 7.56 8.54 9.43 7.17 8.20 9.15 7.14 8.27 9.25 6 8.14 8.82 9.43 7.93 8.75 9.71 7.86 8.55 9.33 7.74 8.59 9.45 7.70 8.58 9.22 7.59 8.43 9.28 6 8.10 9.14 9.70 8.08 9.12 9.70 8.16 9.15 9.69 6 7 8 9 10 7 8 9 10 7 8 9 10 7 8 9 10 PLANSPONSOR.COM December 2019 - January 2020 21 <$5mm <1 year $5mm - $25mm 1 year - 3 years >$25mm - $50mm >$50mm - $200mm >$200mm - $1b >$1b >3 years - 5 years >5 yearshttp://www.plansponsordigital.com/plansponsor/december-january_2020/TrackLink.action?pageName=21&exitLink=http%3A%2F%2FPLANSPONSOR.COM