RESEARCH |
2012
Defined Contribution Survey: Looking to the Stars
For more than a decade, PLANSPONSOR ‘s
annual Defined Contribution Survey has been the most important industry
benchmark, measuring and evaluating 401(k) and other DC providers according to
feedback from their own clients. Dozens of categories…
Reported by PLANSPONSOR
Indutry Stats
Participant Service Ratings (1–7 scale; 7=extremely satisfied)
| Participant Service Ratings (1–7 scale; 7=extremely satisfied) | |||
|---|---|---|---|
| 2011 | 2012 | Change | |
| Participant call center | 6.43 | 6.23 | -3.2% |
| Web site functionality | 6.41 | 6.20 | -3.3% |
| Online tools/services | 6.40 | 6.18 | -3.4% |
| Participant statements | 6.51 | 6.36 | -2.3% |
| Education program | 6.14 | 5.89 | -4.1% |
| Communication materials | 6.24 | 6.01 | -3.7% |
| Enrollment assistance | 6.40 | 6.16 | -3.8% |
| Retiree services/payments | 6.42 | 6.28 | -2.2% |
| Onsite meetings | 6.17 | 5.93 | -3.9% |
| Range of investments | 6.53 | 6.40 | -1.9% |
| Loan/withdrawal processing | 6.56 | 6.41 | -2.3% |
| Beneficiary administration | 6.41 | 6.24 | -2.7% |
| Participant fee disclosure | 6.20 | 6.21 | 0.1% |
