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.

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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