2018 Defined Contribution Survey: Providers Industry Snapshot More than two-thirds of plan sponsors are extremely likely to recommend their provider Likelihood of Recommending Recordkeeper to a Friend or Colleague Less likely 11% Somewhat likely 21% Extremely likely 68% Average Service Ratings PLAN ADMINISTRATION Plan transaction processing Distribution processing Beneficiary administration Plan design flexibility Payroll integration Longer provider relationships and smaller plans have greater satisfaction Average Net Satisfaction By Tenure With DC Plan Recordkeepers 62% 64% 53% 41% Financial education offerings SPONSOR SERVICES Plan/Industry knowledge Total DC Plan Assets 63% 64% 63% 58% 55% 40% Responsiveness and consistency Regulatory/Compliance support INVESTMENTS/FEES Range of investment options Fee clarity/transparency " Cost to value " of plan fees 6.73 7.92 8.84 6 7 8 9 10 TECHNOLOGY Participant call centers Participant website 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 Min Mean Max 1 = Poor; 10 = Excellent 7.02 8.74 7.69 8.87 7.60 8.74 9.63 9.78 9.76 7.41 8.59 9.47 7.15 8.36 9.39 6 7 8 9 10 7.30 8.76 9.50 7.93 8.55 9.00 6.70 7.78 8.63 9.19 7.34 8.45 6.74 8.06 9.28 6.57 8.04 8.89 6 7 8 9 10 7.87 8.73 9.60 7.64 8.60 9.41 7.40 8.09 8.98 9.16 9.17 7.17 8.22 7.67 8.44 7.86 8.98 9.53 7.64 8.91 9.64 7.72 8.96 9.66 6 7 8 9 10 7.89 8.64 9.16 7.44 8.44 9.62 7.43 8.47 9.64 6 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., " neutrals " and those " likely to recommend against " ). PLANSPONSOR.com December 2018-January 2019 27 <$5mm <1 year $5mm - $25mm >$25mm - $50mm >$50mm - $200mm >$200mm - $1b >$1b 1 year - 3 years >3 years - 5 years >5 yearshttp://www.plansponsordigital.com/plansponsor/december_2018-january_2019/TrackLink.action?pageName=27&exitLink=http%3A%2F%2FPLANSPONSOR.com