The following tables summarize provider service ratings in
the micro-plan market—i.e., plans with less than $5 million in defined
contribution (DC) assets. Recordkeepers qualified for award consideration by
receiving a minimum of 25 total client responses from sponsors of micro plans.
If a recordkeeper received at least that many responses but fewer than the
minimum number of service ratings within a specific service category, it was
ineligible for awards only in that service category. “Best in Class” awards are
based on an aggregated net satisfaction score derived from ratings of 56 areas
The three highest net satisfaction scores in each of 22 major
service categories earned a Best in Class Award, as did those providers with a
net satisfaction score above the asset group’s benchmark of 60%. A “Service
Commendation” was given to recordkeepers that did not receive Best in Class honors
but exhibited strong client satisfaction within a service attribute.
Specifically, providers needed to have 90% of clients either “completely” or
“mostly” satisfied with a particular service offering to receive a Service