Client Satisfaction Survey Results

Overall Client Satisfaction Rating: 91%

In a client satisfaction survey conducted by Chatham Partners, an independent leading market research firm, 91% of respondents gave Fisher Investments 401(k) Solutions a “Best-in-Class” score for overall satisfaction.

 

Client feedback is vital to any organization, and it is especially important to Fisher Investments 401(k) Solutions as it helps uncover how well a company is doing at meeting and exceeding client expectations for 401(k) plan management and employee support. Here is some of what Fisher Investments 401(k) Solutions heard in their second client satisfaction survey in 2019:

  • Understanding Plan and Participant Goals: 97% of respondents gave our Retirement Counselors and Support Team a "Best-in-Class" score.
  • Easy to do Business with: 93% of respondents gave us a "Best-in-Class" score.
  • Overall Client Satisfaction: 91%, higher than the industry benchmark of only 88%.
  • Support with Managing Fiduciary Responsibility: 96% of respondents gave us a "Best-in-Class" score.
  • Has Helpful Support Staff: 97% of respondents gave us a "Best-in-Class" score.
  • Investment Management Expertise: 95% of respondents gave us a "Best-in-Class" score.
  • Help with Education and Enrollment Meetings: 94% of respondents gave our Retirement Counselors and Support Team a "Best-in-Class" score.

 

Attributes % of Clients Rating Providers “Best In Class” (Scoring 6 - 7)
Fisher Investments
401(k) Solutions
Benchmark
Overall Satisfaction with Fisher Investments
  91% 88%
Overall Impressions
Treatment as an important client 96% 82%
Offers a full range of services 91% 81%
Provides good value for the money 83% 77%
Easy to do business with 93% 89%
Has helpful support staff 97% 88%
Is innovative 82% 68%
Would recommend to others 94% 81%
Proactively offers new ideas and solutions 76% 70%
Has an excellent reputation 94% 80%
Retirement Counselor and Support Team
Investment management expertise 95% 84%
Understanding of plan and participant goals 97% 82%
Support with managing fiduciary responsibility 96% 70%
Assistance with enrollment / education meetings 94% 70%
Knowledge of available solutions in the marketplace 92% 75%
Overall retirement industry knowledge / expertise 99% 75%
Overall Satisfaction with Frequency and Quality of Contact
  90% 82%
In Person Meetings
Frequency 82% 75%
Quality 95% 91%
Value 96% 84%
Level of Preparation 98% 80%
Quality of presentation materials 98% 84%
Overall Satisfaction 93% 78%
Other Correspondence
Frequency 91% 79%
Quality 95% 86%
Value 95% 76%
Level of preparation 96% 86%
Quality of materials / ideas shared 95% 85%
Overall Satisfaction 95% 80%
Overall Satisfaction with Support in Managing Participant Success
  89% 89%
Investment Review
Frequency 85% 77%
Quality 91% 82%
Value 89% 80%
Level of preparation 89% 87%
Overall Satisfaction 90% 73%
Plan Fees and Expenses Review
Frequency 81% 76%
Quality 87% 86%
Value 81% 77%
Level of preparation 88% 87%
Overall Satisfaction 81% 78%
Plan Design Review
Frequency 84% 82%
Quality 90% 89%
Value 89% 82%
Level of preparation 90% 84%
Overall Satisfaction 89% 84%
Overall Satisfaction with Fiduciary Support
  90% 85%
Plan Sponsor Fiduciary Responsibility Review
Frequency 83% 80%
Quality 91% 84%
Value 90% 81%
Level of preparation 93% 85%
Overall Satisfaction 91% 76%
Overall Satisfaction with Support in Managing Plan Sponsor Success
  87% 87%
Participant Retirement Preparedness Review
Frequency 89% 87%
Quality 92% 87%
Value 90% 84%
Level of preparation 91% 89%
Overall Satisfaction 91% 84%
Participant Services
Group education / enrollment meetings 94% 81%
Educational webinars 82% 69%
Quarterly newsletters 89% 79%
One-on-one meetings 92% 75%

 

Methodology

Fisher Investments 401(k) Solutions hired an independent leading market research firm, Chatham Partners, to conduct the client satisfaction survey in September and October 2019. Respondents were asked to rate Fisher Investments 401(k) Solutions on the attributes shown in the chart above, using a scale of 1 (very dissatisfied, strongly disagree) to 7 (very satisfied, strongly agree). Ratings of 6 or 7 are considered “Best-In-Class.” Chatham Partners invited 371 contacts of 281 current clients of Fisher Investments 401(k) Solutions to participate. A total of 110 contacts (30%) responded, representing 37% of all clients invited. All responses are included in the results.

Given no other retirement advisers participated in the survey, Chatham Partners created a benchmark for comparison to the Fisher Investments 401(k) Solutions results. The benchmark was based on survey responses from plan sponsors, people responsible for managing their company’s 401(k) plan. To be included in the benchmark, respondents had to utilize a retirement plan adviser, have final decision making authority or influence on decisions made for the plan, and have less than $10MM in assets in their company 401(k).

The resulting ratings are not representative of any one client's experience because the rating reflects an average of all, or a sample of all, client experiences and are not indicative of future performance.

About Fisher Investments 401k
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Fisher Investments 401(k) Solutions is committed to bringing unparalleled support to small and mid-size businesses and their employees through 401(k) retirement plan services.

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5525 NW Fisher Creek Drive Camas, WA 98607

844-343-4015
info401k@fi.com

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