96% Overall Client Satisfaction Rating

Client feedback is vital to any organization, and it is especially important to Fisher\SMB™ as it helps uncover
how well a company is doing at meeting and exceeding client expectations for 401(k) plan management
and employee support. All results are as of 02/19/2025.

• Easy to do Business with: 95% of respondents gave us a “Best-in-Class” score.
• Overall Client Satisfaction: 96%, higher than the industry benchmark of only 65%.
• Overall Retirement Industry Knowledge/Expertise: 97%, higher than industry benchmark of only 72%.
• Support with Managing Fiduciary Responsibility: 98% of respondents gave us a “Best-in-Class” score.
• Investment Management Expertise: 97% of respondents gave us a “Best-in-Class” score.
• Treats Clients with Importance: 94% of respondents gave us a “Best-in-Class” score.
• Would Recommend to Others: 95%, higher than the industry benchmark of only 62%.
• Assists with Plan Governance: 96%, higher than the industry benchmark of only 58%.

% of Satisfaction with Brand Attributes

Attributes

Fisher\SMB

Benchmark

Overall satisfaction with Fisher\SMB

96%

65%

Is reliable

96%

66%

Expertise to manage fund lineup

95%

67%

Provides attractive investing solutions

91%

59%

Treats me as an important client

94%

63%

Offers a full range of services

94%

62%

Provides good value for the money

88%

57%

Easy to do business with

95%

64%

Has helpful support staff

96%

59%

Would recommend to others

95%

62%

Proactively offers new ideas and solutions

83%

50%

Has an excellent reputation

93%

67%

Retirement Counselor and Support Team

Fisher\SMB

Benchmark

Annual plan review with key stakeholders

94%

58%

Advocating on your behalf with other service providers

97%

92%

Investment management expertise

97%

74%

Assisting with plan governance

97%

63%

Support with managing fiduciary responsibilities

97%

68%

Overall retirement industry knowledge/expertise

97%

72%

Ongoing group and one-on-one educational employee enrollment meetings

95%

61%

Overall Satisfaction with Frequency and Quality of Contact

92%

63%

Satisfaction with Phone and Virtual Meetings

Fisher\SMB

Benchmark

Overall satisfaction

95%

60%

Value

92%

58%

Retirement Counselor preparedness

96%

61%

Quality of presentation materials

96%

65%

Satisfaction with Other Correspondence (phone emails, update)

Fisher\SMB

Benchmark

Overall satisfaction

94%

60%

Frequency

92%

54%

Value

92%

61%

Retirement Counselor preparedness

96%

63%

Quality of materials / ideas shared

95%

62%

Overall Satisfaction with Support in Managing Plan Success

93%

64%

Investment Reviews

Fisher\SMB

Benchmark

Overall satisfaction

94%

62%

Frequency

92%

58%

Quality

94%

62%

Retirement Counselor preparedness

96%

63%

Plan Fees and Expenses Review

Fisher\SMB

Benchmark

Frequency

89%

50%

Quality

91%

65%

Value

88%

57%

Overall Satisfaction

91%

58%

Plan Design Review

Fisher\SMB

Benchmark

Overall satisfaction

95%

64%

Frequency

93%

54%

Quality

95%

68%

Value

93%

63%

Overall Satisfaction with Fiduciary Support

96%

65%

Fiduciary Responsibilities and Risks

Fisher\SMB

Benchmark

Overall satisfaction

95%

65%

Frequency

94%

52%

Quality

96%

62%

Value

95%

56%

Relationship manager preparedness

98%

62%

Overall Satisfaction with Support in Managing Participant Success

95%

63%

Participant Services

Fisher\SMB

Benchmark

Participant help desk

94%

53%

Group education/enrollment meetings

93%

49%

Quarterly newsletters

88%

49%

One-on-one meetings

94%

57%

Methodology

Fisher\SMB conducted the client satisfaction survey quarterly, in January, April, July and October of 2023 and 2024 and January of 2025. Ratings before May 31, 2024, were achieved while still under Fisher Investments. Respondents were asked to rate Fisher\SMB 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.” We invited 2,480 contacts of current clients of Fisher\SMB to participate. A total of 565 contacts (23%) responded. All responses are included in the results. Clients are not compensated to participate in the client satisfaction survey. The survey was made available to all of our plans that are under the dedicated service model; however, we do not survey our group plan populations.

A third-party research group, Quest Mindshare, created a benchmark for comparison to the Fisher\SMB results. The benchmark was based on survey responses from plan sponsors, people responsible for managing their company’s 401(k) plan. The benchmark survey was sent to 925 people and was completed by 416 respondents. 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 retirement plan.