Technology Participant Education Sponsor Services Investment/Fees 67% u 68% u 63% u 47% 39% 54% 55% 60% 42% l l l 50% 32% 57% 60% u further reinforce this point, seven of the 12 qualifying providers received 90% of the total Best in Class awards-a minimum of seven each-others apparently being less well-equipped. In terms of satisfaction, in the current survey, more sponsors began to express disappointment with investment options and plan administrative fees. This is not surprising if sponsors are indeed benchmarking themselves against larger plans, as those are among the most satisfied with investment and administration services. Midsize sponsors were a bit more critical of poorly informed or unresponsive service teams in 2018, perhaps highlighting instances where providers have not evolved service models to account for 61% 48% 36% 66% u 65% l 56% 49% 52% 39% 65% 67% u this market's varied needs. As one might expect, satisfaction rates with administration services continued to decline over the past year- the high-water mark in this category was 68.7% 61.1% 57.0% 58.0% 93% u 73% 72% 53% 82% u 71% 69% 79% 58% 41% 63% l 82% u 69% u 18 65% 63% 14 4 47% 0 72% u 16 69% 7 69% u 9 61% 46% 38% 61% 4 2 10 62% 11 1 3 2 2 1 found in smaller markets-still, midsize plans have turned a corner, in that satisfaction levels are unlikely to fall much more. They may even increase as these plans continue to accumulate assets. Net Recommendation Rate, 2012 - 2018 64.7% 61.9% 56.7% 2012 2013 2014 2015 2016 2017 2018 PLANSPONSOR.com December 2018-January 2019 35 Participant call centers Participant website Mobile apps/offerings Sponsor website Plan reporting Plan analytics/benchmarking % " Completely satisfied " Participant statements Enrollment materials/support Print/Digital campaigns On-site meetings/support Advice/Guidance tools Financial education offerings % " Completely satisfied " Plan/Industry knowledge Responsiveness/Consistency Regulatory/Compliance svcs % " Completely satisfied " Range of investment options Fee clarity/transparency Cost to value of plan fees % " Completely satisfied " # Best in Class # Service Commendationshttp://www.plansponsordigital.com/plansponsor/december_2018-january_2019/TrackLink.action?pageName=35&exitLink=http%3A%2F%2FPLANSPONSOR.com