2019 Client Satisfaction Survey Results

Home 2019 Client Satisfaction Survey Results

OVERALL CLIENT SATISFACTION RATING: 96%

We value our clients. To ensure that we are providing the best possible service that meet our clients’ needs, we invited them to participate in an anonymous survey to help us evaluate the effectiveness of our services. Their feedback helps shape our standards of customer service and uncover whether we are meeting or exceeding client expectations. This allows us to help current and prospective clients to achieve better outcomes.

PlanPILOT achieved an overall client satisfaction score of 96%, compared to industry benchmark of only 79%. The majority of survey feedback was favorable across the spectrum of questions.

We believe that the results of this survey proves our commitment to our clients’ success, and we encourage you to review the results yourself.

AT A GLANCE

Below are a few key points our clients have indicated regarding our services and our abilities to support their retirement plan, plan committees and their plan participants:

  • Provides excellent support in plan management and oversight
  • Highly trusted as a fiduciary partner
  • Effectively helps plan committee(s) manage fiduciary responsibilities
  • Provides in-depth information that allows clients to make informed decisions
  • Acts in our clients’ and their participants’ best interest
  • Demonstrates expertise and strong leadership in meetings
  • Has knowledgeable and supportive consultants
  • Confident in PlanPILOT’s advice and services
  • Highly recommended to other employers

SERVICE RATINGS

Satisfaction with PlanPILOT as a Fiduciary partner
95%
Satisfaction with PlanPILOT consultant
95%
Investment Consulting Services
89%
Fiduciary Consulting Services
88%
Recordkeeping Consulting Services
87%
Plan Design Consulting Services
86%
Participant Education Consulting Services
83%
Overall Satisfaction
4.8/5

Our PlanPILOT consultant:

  • Is proactive & anticipates our needs
  • Treats me as an important client
  • Demonstrates great communication
  • Provides appropriate fund information for effective investment oversight

Working with PlanPILOT:

  • Makes a positive impact on our retirement plan
  • Ensures high-quality support and services
  • Meet my needs as a Fiduciary on the plan
  • Eases the burden of managing plan(s)
  • Effectively helps our retirement committee

METHODOLOGY

PlanPILOT’s Marketing Department conducted the client satisfaction survey in November and December of 2019. The survey content was developed with input from our consultants along with industry experts. Clients (plan sponsors and their committee members) received an e-mail with an invitation to complete the anonymous questionnaire online, anticipating a 15-20 minute investment of time.

Respondents were asked to rate PlanPILOT on key attributes regarding personnel, firm expertise, and fiduciary & investment consulting services, and whether we exceeded expections (score of 3), met expectations (score of 2) or needed improvements (score of 1).

All responses are included in the results. The resulting ratings are not representative of a single client’s experience and are not indicative of future performance.