The Total View - (Page 39) Participant Services That Matter Top Tools and Services When it comes to needing retirement plan information, not all participants are alike. Some want a more technological approach, while others prefer one-on-one service. A more successful retirement program also requires flexibility, education, and attention, addressing employee needs from pre-enrollment through retirement. • Telephone Representatives – According to a 2006 Retirement Plan Participant Study conducted by Boston Research Group on the retirement industry, 44 percent of participants called a telephone representative to inquire about their retirement plan features. The percentage of Principal Financial Group participants that called and spoke to a representative was equal to that of the industry (approximately 44 percent). • Website – Overall, a website was the most common communication channel used, by more than 50 percent of retirement plans participants.1 Likewise, plan participants with services provided by The Principal continued to utilize The Principal Retirement Service Center® as their primary online tool to monitor and manage retirement accounts. Website usage increased significantly from prior years with just under 20 million sessions in 2006. This was an increase of 25 percent from 2004 and more than a 60 percent increase from 2000. 39
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