= 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 23% 42% u 37% u 17% 19% 22% l 34% u 9% 26% u 26% u Sponsor Feedback/How Providers Can Improve " Communications are general and off the shelf. ... [Deliver] tailored, personal and targeted communications to participants ... [and] more creative communication practices, given the geographic/technical/financial differences amongst our work force. " " [Ensure] call center representatives have accurate information for our plan. ... At times, information that representatives provide to participants can be inconsistent with plan rules. Participant withdrawal paperwork is cumbersome, should be redesigned to be more clear/concise. " " The technology has improved significantly in the last several years but still has room to improve. ... Take advantage of technology to increase participant engagement and communication. [Better integrate] tools/calculators ... as part of the overall participant experience. ... [Also] offer client user acceptance testing when implementing new functionality. " 40% u 33% 20% 29% 36% u 32% 28% 35% 68% u 63% u 47% 42% 33% 59% u 46% 38% 37% 57% u 13 53% u 19 41% 2 27% 1 49% 7 59% u 18 30% 44% 41% 4 3 10 PLANSPONSOR.com February-March 2018 45 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