= Best in Class Award. = Service Commendation. l = Received too few ratings in category and was thus ineligible for recognition. u = Score was in the top quartile of all comparable scores. Technology Participant Education Sponsor Services Investment/Fees 60% u 59% u 59% 61% u l 71% u 59% 57% 56% l l l l 53% 52% 73% u 39% 51% 54% Sponsor Feedback/How Providers Can Improve " Touch base with clients once per year outside of regular scope of services to see how things are doing for them and to discuss what changes the year ahead may bring. " " Have a dedicated client service representative versus a call-centerteam approach to customer service. " " Too many electronic communications with insufficient clarity. " " Offer 'lay' language in addition to the legal language for explanations. ... Help me with ambiguous reporting requirements. Initiate an annual review of my portfolio and recommend changes (if any). " 54% 58% 68% u 57% 57% 54% 53% 51% 65% u 50% 60% u 56% 70% 71% 79% u 92% u 75% 65% 71% 76% u 63% 78% u 67% 65% 71% 48% 54% 10 7 62% u 18 69% u 20 59% 12 51% 46% 48% 46% 43% 3 5 3 4 63% u 18 3 63% u 7 52% 9 PLANSPONSOR.com February-March 2018 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 " # awardshttp://www.PLANSPONSOR.com