= 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 l l l l 44% 38% 60% u 49% u 44% 34% l l l 49% u 35% 38% Sponsor Feedback/How Providers Can Improve " Answer more participant questions instead of deferring to us. " " Be more proactive with scheduling educational on-site visits. ... Education meetings have to be approved and are very limited [and we] would like a more tailored education program. " " Focus on compliance and communication to clients. Too many compliance mistakes have occurred, and there is less focus on current clients. It appears current focus is only on sales and thereby failing to retain current clients. ... Also, educate committee members on plan options. [And] provide a more defined summary at committee meetings. " " STOP rotating out the relationship managers and administrative support people. ... Having various reps work better together in service delivery [and] fully understanding all details before communicating to us. " l 42% 38% 62% u 55% u 52% 44% 58% u 44% 46% 79% u 65% 64% 75% u 63% 64% 82% u 72% 60% 36% 48% 9 7 55% u 18 47% 14 50% 7 51% u 8 75% u 20 41% 46% 7 6 PLANSPONSOR.com February-March 2018 39 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