PROVIDER INDUSTRY SNAPSHOT Nearly all (96%) sponsors are at least somewhat apt to recommend their provider Likelihood of Recommending Recordkeeper to a Friend or Colleague Somewhat likely 18% Less likely 4% Average Service Ratings Participant Services Enrollment materials/support Print/Digital campaigns Pre-retiree support In-person participant support Online retirement planning tools Financial wellness offerings Extremely likely 78% Sponsor Services Plan management Plan analytics/benchmarking Plan reporting Longer provider relationships, and smaller plans, have greater satisfaction Average Net Satisfaction, by Tenure With DC Plan Recordkeeper 74% 76% 62% 66% Service Teams and Support Plan/Industry knowledge Responsiveness/Consistency Regulatory updates Compliance support Plan Administration Transaction processing Beneficiary administration Loan and withdrawal processing Plan design flexibility Payroll integration Net Recommendation Rate, By Total DC Plan Assets 78% 75% 79% 66% 70% 62% Cybersecurity policies Investments and Fees Traditional investment options Custom investment options Retirement income solutions " Cost to value " of plan fees Min Mean Max 1 = Poor; 10 = Excellent 8.42 9.02 9.70 7.36 8.30 9.42 7.93 8.63 9.56 7.12 7.82 9.15 8.00 8.57 9.33 7.34 8.19 9.41 7 8.58 9.23 9.86 7.94 8.68 9.61 8.30 8.84 9.67 7 8.28 9.03 9.94 8.81 9.24 9.91 8.55 9.17 9.82 8.60 9.27 9.92 7 8.72 9.27 9.92 9.94 8.38 8.82 8.89 9.34 9.90 7.65 8.83 9.88 8.28 8.91 9.76 8.79 9.32 9.74 7 8.62 9.08 9.68 8.46 8.96 9.78 8.06 8.96 9.71 8.37 8.78 9.62 7 8 9 10 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 " ). PLANSPONSOR.COM December 2020 - January 2021 19 8 9 10 8 9 10 8 9 10 8 9 10 <$5mm <1 year $5mm - $25mm >$25mm - $50mm >$50mm - $200mm >$200mm - $1b >$1b 1 year - 3 years >3 years - 5 years >5 yearshttp://www.PLANSPONSOR.COM