= 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 42% 41% 55% u 46% 48% u 33% 54% u 47% 41% 27% l 40% Sponsor Feedback/How Providers Can Improve " Be able to focus more on fewer clients. Sometimes the team seems like they are trying to balance too many clients at the same time. ... Better communication between client service manager and customer service representatives [over] what our company is doing and how this will impact those representatives on the phones answering questions. " " More services included in the standard delivery of recordkeeping. " " Education direct to participants could be better. They expect participant to voluntarily go to website to be educated. ... perhaps a tighter relationship with our adviser [and] more coordinated marketing. " " Administrative services for routine topics are managed well, but exceptions (i.e., mergers, errors by employers, explanations to auditor, etc.) are not always prompt and complete. " PLANSPONSOR.com February-March 2018 41 53% u 37% 38% 35% 59% u 54% u 52% 26% 52% 64% 81% u 65% 51% 73% u 66% 70% 78% u 45% 68% 39% 4 74% u 20 58% 44% 41% 5 9 3 59% 18 62% u 14 61% u 16 32% 0 37% 8 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