Technology Participant Education Sponsor Services Investment/Fees 59% u 63% u 51% 51% 51% 66% u 28% 43% 49% 54% u rating in excess of 40%. But the sponsors were even happier with financial education resources-e.g., savings/budgeting strategies and money management- where scores were 50% higher than in any other market. Not all services, however, are so warmly received by Large Market plan sponsors. Plan design flexibility is a major concern for these sponsors-satisfaction with their provider's ability to customize was among the lowest observed in the survey. Ratings for participant call centers and enrollment materials/support were also below other markets'. It is possible that such findings reflect the tensions that can arise when providers understandably push for more standardized services-e.g., fixed call center hours and paper-based enrollment forms-while sponsors seek more sophisticated and customized solutions to meet what they perceive are the unique needs of their organization. 49% 53% 47% 74% u 23% l 57% 63% u 55% 82% u 81% 74% 61% 85% u 57% 68% 83% u 73% 70% 16 71% u 13 59% 4 58% 3 90% u 21 44% 64% 61% 5 16 71% u 9 1 2 Survey Respondent Comments " There are times when we are wrapped up in [the recordkeeper's] compliance when it is our plan decision. Other times, they claim they are a directed recordkeeper. They seem to pick and choose. " " Smaller client lists [are needed] for service managers and teams-more timely service and resolutions. " " They need to be more flexible when a plan has complicated provisions. I feel that we are operational, to a degree, within a box. When we step outside of the box, [our recordkeeper] has trouble administering our provisions. " PLANSPONSOR.com December 2018-January 2019 37 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=37&exitLink=http%3A%2F%2FPLANSPONSOR.com