Retirement Plan Digital Experience Study

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older man using computer

The J.D. Power Retirement Plan Digital Experience Study provides an objective assessment of retirement plan participant satisfaction with plan provider digital experiences (desktop/mobile web and mobile app). The study sets a benchmark for leading firms vs. their industry peers. The research and insights explore overall website / mobile app functionality and the relative importance of various features and capabilities to investors.  


Why subscribe?

Having the right customer information can make a real difference. Our team will provide you with insights into what the data means and how to effectively use it. This is where the true value of an informed investment lies—informed, data-driven action.

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Experiences Evaluated

Customers surveyed in this analysis answer questions about:

  • Logging In
  • Account Overview
  • Account Management
  • Review Investment Performance
  • Navigation
  • Visual Appeal
  • Speed
  • Information/Content

You gain outcome metrics, including

  • Overall Digital Satisfaction
  • Net Promoter Score
  • Likelihood to Roll In Assets
  • Likelihood to Retain or Rollover assets to current provider
  • Impact of Experience on Perception of Employer

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the brands in the study that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each of the regions profiled this year and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite


Profiled Brands

Brands profiled in previous years will be added when available. View profiled brands in the past year from the list below.

2022 Profiled Brands

  • ADP Retirement Services
  • AIG Retirement Services
  • Alight Solutions
  • Ascensus
  • Bank of America (Includes Merrill)
  • Capital Group/American Funds
  • Charles Schwab
  • Empower Retirement
  • Equitable
  • Fidelity Investments
  • John Hancock
  • Lincoln Financial Group
  • Missionsquare Retirement (Formerly ICMA-RC)
  • Nationwide
  • Newport Group
  • Oneamerica
  • Paychex
  • Principal Financial Group
  • Prudential Financial
  • T. Rowe Price
  • TIAA
  • Transamerica
  • Vanguard
  • Voya Financial

J.D. Power Solutions

Deep Dives

An enhancement to our syndicated studies that allows your company to field additional surveys using a sample that is provided by your company.

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