Technology Participant Education Sponsor Services Investment/Fees 28% 51% 69% u 50% u 30% l 40% 41% 36% 39% 43% u client and its participants. There is also noticeable griping about provider customer service representatives not necessarily knowing the plan design details of their Mega Market clients. This is a concern that any provider should heed, particularly in this discerning market. The net recommendation rate for providers to this group has always been lower than it is in other asset categories, and, even though the recommendation rates this year dropped in nearly every asset category, Mega Market plan clients gave their providers an average recommendation rate of just 40.4%-a three-year low. Mega Market plans, though, are far more satisfied with investment options and fees than are smaller plans. This could be expected, considering how economies of scale lower fees and broaden the share-class availability that $1 billion plans enjoy. -BOK 70% u 44% 39% 41% 54% u 50% 28% 57% u Survey Respondent Comments " [Would like to see] less marketing-emails to participants, etc.-and branding of [recordkeeper and its] services. " " [The] call center struggles to answer question[s] unique and specific to our plan with lots of referrals back to the client. " " Plan analytics are not available on demand, instead assigned relationship manager creates the reports for committee. " " ... [their failing to look] through a plan sponsor lens ... [to anticipate] impact their changes/products have to our participants ... is an on-going source of frustration. " PLANSPONSOR.com December 2018-January 2019 39 77% 89% u 70% 53% 47% 58% 82% u 54% 79% u 66% 9 91% u 23 54% 51% 3 72% u 6 70% 10 74% u 12 62% 6 63% 15 2 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=39&exitLink=http%3A%2F%2FPLANSPONSOR.com