Client Satisfaction Survey Results
Overall Client Satisfaction Rating: 94%
In a client satisfaction survey conducted by Chatham Partners, an independent leading market research firm, 94% 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 2021 client satisfaction survey:
- Easy to do Business with: 94% of respondents gave us a "Best-in-Class" score.
- Overall Client Satisfaction: 94%, higher than the industry benchmark of only 78%.
- Overall Retirement Industry Knowledge/Expertise: 96%, higher than industry benchmark of only 68%
- Support with Managing Fiduciary Responsibility: 92% of respondents gave us a "Best-in-Class" score.
- Investment Management Expertise: 93% of respondents gave us a "Best-in-Class" score.
- Treats Clients with Importance: 92% of respondents gave us a “Best-in-Class” score.
- Would Recommend to Others: 92%, higher than the industry benchmark of only 57%.
- Assists with Plan Governance: 95%, higher than the industry benchmark of only 66%.
| Attributes | % of Clients Rating Providers “Best In Class” (Scoring 6 - 7) | |
|---|---|---|
| Fisher Investments 401(k) Solutions |
Benchmark | |
| Overall Satisfaction with Fisher Investments | ||
| 94% | 78% | |
| Overall Impressions | ||
| Is reliable | 96% | 65% |
| Expertise to manage fund lineup | 93% | 56% |
| Provides attractive investing solutions | 86% | 61% |
| Treats me as an important client | 92% | 73% |
| Offers a full range of services | 91% | 74% |
| Provides good value for the money | 85% | 68% |
| Easy to do business with | 94% | 68% |
| Has helpful support staff | 95% | 67% |
| Would recommend to others | 92% | 57% |
| Proactively offers new ideas and solutions | 77% | 58% |
| Has an excellent reputation | 91% | 62% |
| Retirement Counselor and Support Team | ||
| Annual plan review with key stakeholders | 93% | 67% |
| Advocating on your behalf with other service providers | 92% | 64% |
| Investment management expertiese | 95% | 61% |
| Assisting with plan governance | 95% | 66% |
| Support with managing fiduciary responsibilities | 95% | 74% |
| Overall retirement industry knowledge/expertise | 96% | 68% |
| Ongoing customized employee events and on-on-one meetings | 84% | 65% |
| Overall Satisfaction with Frequency and Quality of Contact | ||
| 89% | 70% | |
| Phone and Virtual Meetings | ||
| Overall satisfaction | 92% | 73% |
| Value | 89% | 67% |
| Relationship manager preparedness | 95% | 76% |
| Quality of presentation materials | 91% | 65% |
| Other Correspondence | ||
| Overall satisfaction | 91% | 75% |
| Frequency | 89% | 68% |
| Value | 91% | 69% |
| Relationship Manager Preparedness | 93% | 65% |
| Quality of materials / ideas shared | 91% | 66% |
| Overall Satisfaction with Support in Managing Plan Success | ||
| 92% | 65% | |
| Investment Review | ||
| Overall satisfaction | 87% | 65% |
| Frequency | 85% | 77% |
| Quality | 88% | 65% |
| Relationship manager preparedness | 91% | 62% |
| Plan Fees and Expenses Review | ||
| Frequency | 84% | 68% |
| Quality | 88% | 80% |
| Value | 84% | 54% |
| Level of preparation | 90% | 69% |
| Overall Satisfaction | 84% | 62% |
| Plan Design Review | ||
| Overall satisfaction | 90% | 64% |
| Frequency | 88% | 73% |
| Quality | 90% | 69% |
| Value | 90% | 58% |
| Overall Satisfaction with Fiduciary Support | ||
| 92% | 70% | |
| Support for Plan Sponsor Fiduciary Responsibilities and Risks | ||
| Overall satisfaction | 91% | 70% |
| Frequency | 89% | 69% |
| Quality | 91% | 76% |
| Value | 90% | 59% |
| Relationship manager preparedness | 92% | 61% |
| Overall Satisfaction with Support in Managing Plan Sponsor Success | ||
| 88% | 73% | |
| Participant Services | ||
| Participant help desk | 90% | N/A |
| Group education/enrollment meetings | 85% | 78% |
| Educational webinars | 84% | 59% |
| Quarterly newsletters | 84% | 72% |
| One-on-one meetings | 87% | 72% |
Methodology
Fisher Investments 401(k) Solutions hired an independent leading market research firm, Chatham Partners, to conduct the client satisfaction survey in October and November 2021. 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 1231 contacts of 734 current clients of Fisher Investments 401(k) Solutions to participate. A total of 358 contacts (29%) responded, representing 42% 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 an independent, third-party retirement plan advisor, have final decision making authority or influence on decisions made for the plan, and have between $1-5MM 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.