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SOURCE Group Five
Fidelity, UBS, and E*TRADE, rate highest in client satisfaction
FAIRFAX, Calif., Sept. 18, 2013 /PRNewswire/ -- Corporate services research company Group Five today announced the results of its annual study of customer satisfaction with stock plan administration services, administration systems, and financial reporting services.
In its 15th year, this year's study is the largest ever conducted in the stock plan industry with 836 public companies participating. Respondents rated services for stock options, restricted stock, stock purchase plans, performance shares, and stock appreciation rights. The study, which includes the largest providers of stock plan administration services, is the only independent forum for plan sponsors to make their opinions and priorities known to service providers.
Fidelity Investments, for the third year in a row, has the highest overall plan sponsor satisfaction for full administration services at 92% favorable. UBS has the second highest overall satisfaction at 85% favorable.
"Fidelity is extremely pleased that our industry-leading customer service experience has been recognized," said Kevin Barry, executive vice president of Fidelity's Stock Plan Services business. "Companies today are expecting an increasing level of service from their administrators, and Fidelity will continue to offer the level of support, technology and expertise necessary to meet the evolving needs of our clients."
UBS, for the second year in a row, has the highest overall satisfaction for partial stock plan administration at 90% favorable. Also, for the second year in a row, E*TRADE has the second highest overall satisfaction at 88% favorable.
"Our partial and full plan administration results show that clients appreciate what makes UBS different," said Michael Barry, head of the UBS equity plan administration business. "Our consistent investment in technology, customized solutions, expertise and, most importantly, advice helps clients cut through the complexity of plan administration and helps participants more deeply understand and value their awards."
"Account support continues to be a key driver of overall satisfaction and loyalty among full administration clients," said Kathy Huston, CEO Group Five. Fidelity leads the industry in account support and UBS and Bank of America Merrill Lynch both have the second highest rating for this important element of service.
"We are proud to receive a top rating for overall account service and support," said David Tyrie, head of retirement and personal wealth for Bank of America Merrill Lynch. "Our plan sponsor clients rely on us to deliver the highest quality service, and our team is delighted to be recognized for doing so."
E*TRADE's technology continues to lead the industry for commercial systems used for in-house stock plan administration. Once again E*TRADE has the highest overall satisfaction for commercial administration systems. Equity Edge Online has the highest overall satisfaction at 97% favorable.
"These ratings are a testament to E*TRADE's sharp focus on client needs," said Navtej S. Nandra, President of E*TRADE Financial. "Today nearly a quarter of S&P 500 companies rely on us for our powerful plan management solutions and strong client support. We are thrilled that plan sponsors rate us highly – and E*TRADE will continue to innovate to meet their evolving expectations."
In addition to measuring satisfaction with administration services and systems, the study measures satisfaction with financial accounting and reporting services. Fidelity and Equity Methods have the highest overall satisfaction at 93% and 90%, respectively.
"This is our fifteenth annual study and we continue to have the highest plan sponsor participation of any industry study. The survey respondents provide their colleagues and the industry with candid, credible and objective data on stock plan administration services. Group Five is committed to remaining the stock plan industry's preeminent source for trusted, accurate, and objective administration services performance data," said Ms. Huston.
The summary report of the study findings is available from the Group Five website at www.groupfiveinc.com.
Group Five is a corporate services research and consulting firm. The firm is best known for its research in stock plan administration and shareholder services.
No advertising or other promotional use can be made of the information in this release without the express prior written consent of Group Five.
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