Study Finds Small Business 401(k) Fees Average 2.22%

By comparison, ICI data shows that plans of all sizes pay an average of 1.29% in fees.

Employee Fiduciary, LLC studied the fees that 401(k) plans with less than $2 million in assets pay and found that they average 2.22%. The study was based on 121 plans, which had an average of $677,000 of assets.

By comparison, the Investment Company Institute (ICI) reports that plans of all sizes pay an average of 1.29% in fees, and that those fees decline as assets rise. For plans with $1 million to under $10 million in assets, ICI found the fees to be smaller than what Employee Fiduciary found—1.65%. Plans with $10 million to under $100 million in assets pay an average of 1.28% in fees. Plans with $100 million to under $500 million in assets pay an average of 90 basis points (BPS), and plans with $500 million or more in assets pay an average of 67 BPS.

Never miss a story — sign up for PLANADVISER newsletters to keep up on the latest retirement plan adviser news.

“Meaningful 401(k) fee data is hard to come by and that’s a big problem for small businesses,” says Employee Fiduciary President and CEO Eric Droblyen. “Sponsors of small business 401(k) plans have a fiduciary responsibility to keep fees reasonable for plan participants. When this responsibility is not met, the consequences for 401(k) fiduciaries can be severe—including personal liability. Required publicly available filings, most notably the Form 5500, provide only snippets of fee data. Even worse, 401(k) fees are often a tangle of direct fees from employees and sponsors and indirect fees that come from certain investment providers. Following the money is a difficult job even for those plan sponsors willing to invest the time and energy to do so.”

Employee Fiduciary found that brand-name insurance and payroll company 401(k) providers are the most expensive, while lesser-known, open architecture providers are the least expensive.

MassMutual Launches Customer Feedback Platform

The mutual life insurance company’s new customer-experience management software will allow it to gather customer feedback and act on it in real time, MassMutual says.

MassMutual has selected Medallia, a producer of Customer Experience Management (CEM) software, to build a new customer feedback and response program. Using the new platform, MassMutual employees will be able to gather, analyze and act on client feedback in real time, MassMutual says.

The system will regularly connect with its 35,000 retirement plan sponsors, three million participants and more than 5,100 advisers and third-party administrators (TPA)s to gather feedback, the firm says. In addition, customers who interact with service representatives will be asked to evaluate the experience, allowing MassMutual to make adjustments.

“With Medallia, we will be able to respond to customers at a speed that is unprecedented in the retirement plans industry,” says Una Morabito, senior vice president for client management at Workforce Solutions. “We will be able to gather and track detailed insights into not only what our customers think and feel but also how they think and feel about the actions we take in response to their feedback. When you multiply those insights by thousands of advisers, TPAs, employers and their employees and the corresponding improvements, you can see the power of the new customer feedback and response program. It will enable us to adapt to a changing marketplace much faster.”

Never miss a story — sign up for PLANADVISER newsletters to keep up on the latest retirement plan adviser news.

According to Medallia, its Software-as-a-Service (SaaS) application enables companies to capture customer feedback everywhere the customer is including Web, social, mobile and contact center channels.

Morabito adds that the system’s goal is to enhance MassMutual’s award-winning customer service.

Earlier this year, MassMutual’s Participant Information Center for retirement plans was awarded a Gold Medal for Best Large Contact Center by Contact Center World as part of a global competition. A Bronze Medal was awarded for Best Customer Service and a Silver Medal was awarded for Best Community Spirit.

«

 

You’ve reached your free article limit.

  You’re out of free articles!! 

Subscribe to a free PW newsletter - get free online access!

 Don’t leave before subscribing! 

If you’re a subscriber, please login.