Poor Experiences Most digital retirement experiences are failing them, participants say; foundational features and offerings do not meet customer expectations. 43% Agree it's very easy to find the information they're looking for Performance by Channel Advisers may want to encourage more participants to download and use their recordkeeper's app. Participants then have a much better experience when using one of the other channels. n Mobile app n Website Overall satisfaction Navigation Visual appeal Speed 39% Strongly agree that their provider helps them track their progress toward their retirement goals Information/ Content Logging in Account overview 24% Strongly agree that their provider supplies proactive guidance and help Reviewing investment performance Account management 600* 650 700 750 * The scores represent satisfaction with the experience among those who have actually used the platform. Highest score is 1000. Source: J.D. Power, " 2021 U.S. Retirement Plan Digital Satisfaction Study " Log-In Frequency, by Contribution Rate Frequent-log-in respondents are reportedly more satisfied with their plan provider's mobile platform than are the less engaged. 41% 30% 25% 3% 5% 1% - 2% Source: Corporate Insight 3% - 6% 25% 21% 11% 7% - 10% 11% - 14% 18% 12% 15%+ n Log in at least once a month n Log in less than once a month planadviser.com January-February 2022 | 21http://www.planadviser.com