= 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 48% 55% 49% 17% 31% 43% 55% u 52% u 46% Sponsor Feedback/How Providers Can Improve " Avoid trying to fit all plans into a one-size-fits-all solution. ... Ability to work as a partner for the client and not expect client to agree on what [provider] wants instead. " " Be more proactive ... communicating best practices in plan design ... [and] letting us know about upcoming changes to the system. " " [Find] ways to offer the on-site education opportunities to our off-shift employees (i.e., webinars/ podcasts, etc.) " " Additional assistance with certain compliance issues related to our individually designed plan. They support their prototype participants 100% for most, if not all, of employer compliance matters, but certain 'basic' questions are difficult to sometimes get an answer for. " " [Provide] direct contacts rather than calling an 800-number and relying on voicemails to wait for a callback. My plan contact has told me on separate occasions that she never even checks that voicemail. " 46% 27% 35% 47% 70% u 57% u 53% 70% 76% u 41% 51% 63% 75% 69% 78% u 50% 25% 42% 53% 22 47% 16 1 4 13 73% u 20 61% u 22 56% 21 PLANSPONSOR.com February-March 2018 43 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