research / 2020 PLANADVISER Retirement Plan Adviser Survey Defined Contribution Plan Providers continued CUNA Mutual Retirement Solutions # of retirement plan adviser interactions Interactions vs. Adviser Recommendations 75 Empower Retirement # of retirement plan adviser interactions 328 Interactions vs. Adviser Recommendations Fidelity Investments # of retirement plan adviser interactions 327 Interactions vs. Adviser Recommendations 55% Multiple interactions 28% Recommend rate Overall Service Quartiles, by Plan Assets <$5mm $5mm - $50 mm >$50mm - $200mm 92% Multiple interactions 82% Recommend rate - Highest Rated Areas of Service Financial education / Financial wellness 10% Plan design customization and flexibility 7% Adviser sales and marketing support Fee clarity and disclosure Fee structure for advisers 5% 5% 5% Overall Service Quartiles, by Plan Assets <$5mm $5mm - $50 mm >$50mm - $200mm Highest Rated Areas of Service Participant website and online tools Plan sponsor website and reporting Mobile apps and offerings Web tools for advisers Payroll integration 89% Multiple interactions 77% Recommend rate 40% 35% 32% 31% 26% Overall Service Quartiles, by Plan Assets <$5mm $5mm - $50 mm >$50mm - $200mm Highest Rated Areas of Service Mobile apps and offerings Participant call centers 38% 32% Financial education / Financial wellness 31% Participant website and online tools Statements 31% 25% John Hancock # of retirement plan adviser interactions 259 Interactions vs. Adviser Recommendations Lincoln Financial Group # of retirement plan adviser interactions 101 Interactions vs. Adviser Recommendations MassMutual # of retirement plan adviser interactions 219 Interactions vs. Adviser Recommendations 78% Multiple interactions 56% Recommend rate Overall Service Quartiles, by Plan Assets <$5mm $5mm - $50 mm >$50mm Highest Rated Areas of Service Regulatory and compliance support Enrollment materials and support Quality of client service teams Plan design customization and flexibility Adviser sales and marketing support 61% Multiple interactions 50% Recommend rate 16% 15% 12% 11% 9% Overall Service Quartiles, by Plan Assets <$5mm $5mm - $50 mm >$50mm Highest Rated Areas of Service Plan design customization and flexibility 10% Participant call centers Quality of client service teams Regulatory and compliance support Statements 66% Multiple interactions 26% Recommend rate 8% 8% 5% 5% Overall Service Quartiles, by Plan Assets <$5mm $5mm - $50 mm >$50mm Highest Rated Areas of Service Financial education / Financial wellness 7% Regulatory and compliance support Adviser sales and marketing support Statements Mobile apps and offerings 7% 6% 5% 4% 20 | planadviser.com September-October 2020http://www.planadviser.com