Available Now: 2024 QAIB Full Study

DALBAR's 2024 Rankings: Which Plan Participant Website Made the Cut?

Marlborough, MA (November 13, 2024) – DALBAR today announced the results of its annual ranking of plan participant websites, recognizing the top performers among defined contribution portals. The rankings are based on a comprehensive evaluation of website functionality, usability, and behavioral design conducted by DALBAR's UXploration Lab.

Nationwide Continues to Lead in Customer Experience, Securing Fifth Consecutive DALBAR Award

(Marlborough, MA, October 10, 2024) Nationwide has once again proven its unwavering commitment to exceptional customer service, earning its fifth consecutive DALBAR Customer Experience Excellence Award. The award underscores Nationwide's dedication to providing top-tier service across retirement live phone support channels and digital touchpoints, including online platforms and mobile interfaces.

DALBAR Crowns Top Retirement Plan Providers for Stellar Plan Sponsor Web Experiences

Marlborough, MA, September 10, 2024) – DALBAR, the source for financial services market research, announced the results of three 2024 studies on digital experiences for plan sponsors. The annual Plan Sponsor Website Ranking takes a holistic look at online resources offered to plan sponsors. Meanwhile, focused studies on Self-Service Reporting and Plan Sponsor Plan Dashboards delve more deeply into the specific functionality of reporting tools and dashboards.

DALBAR's 2024 State of the Industry Report Spotlights the Critical Role of Retirement Plan Dashboards

(Marlborough, MA, August 27, 2024) – DALBAR, the source for financial services market research, released its 2024 State of the Industry: Retirement Plan Dashboards report. The comprehensive study explores the evolving landscape of retirement plan dashboards, highlighting the essential features and functionality that empower plan administrators to manage and monitor their plans effectively.

New DALBAR Report Unveils How Variable Annuity Investor Returns Outpaced Average Mutual Fund Investor Returns in 2023

(Marlborough, MA, August 22, 2024) – DALBAR, Inc., is pleased to announce the release of its latest edition of the nation's leading study on investor behavior, Quantitative Analysis of Investor Behavior Variable Annuities (QAIB-VA). The report, an updated version of the highly regarded annual study, provides an in-depth analysis of investor behavior and its impact on returns within variable annuities in 2023, offering crucial insights for both investors and financial professionals.

Investor Confusion on Fees Remains High, New DALBAR Study Reveals

(Marlborough, MA., August 14, 2024) - The investment industry's push for fee transparency may not be as effective as hoped, according to a new study by DALBAR, a leading financial services market research firm. The 2024 Investor Insights: Fees & Charges report uncovers a persistent gap in investor knowledge, with many individuals still struggling to understand the fees associated with their investments.

DALBAR Reveals Variable Annuity Statements that Exceed Expectations

(Marlborough, MA., May 7, 2024) DALBAR, the authority on financial services communications quality, unveiled the results of its 26-year annual review of account statements, crowning Corebridge Financial, Lincoln Financial and Jackson National Life Insurance Company® (Jackson®) as the standard bearers for variable annuity statements.

Nationwide Again Clinches Top Ranking Among Term Life User Experiences

(Marlborough, MA., May 2, 2024) DALBAR, the financial industry's source for CX insights, analyzed the website content and capabilities offered to Term Life Insurance customers and prospects and identified what firms are doing to meet the needs of those holding or pursuing this critical protection product. The report features a ranking of the experiences, with Nationwide retaining the top rank, and highlights the changes made to the term life insurance landscape over the past year. The results found that providers are using their websites to foster confidence, educate, engage, and ultimately convert potential customers.

DALBAR Report Unveils the Top Brokerage Account Statements

(Marlborough, MA., April 30, 2024) DALBAR, Inc., the authority on financial services communications quality, released the results of its 26th annual review of account statements and revealed BNY Mellon's Pershing, Merrill and Morgan Stanley as the firms to beat relative to brokerage account statements. 2023 shined as a year of account reporting excellence - each firm providing their customers with exceptional financial communications.

DALBAR Releases 30th Annual QAIB Report

(Marlborough, MA, April 11, 2024) 2024 marks the 30th annual DALBAR Quantitative Analysis of Investor Behavior (QAIB) report, the nation’s leading study on investor behavior since 1994. The recently released report looks at how investor behavior influences investment returns from 1985 through 2023 and explores the psychological and practical implications of a strong market year in 2023 after a very challenging year for investors in 2022. Despite strong market performance in 2023, investor behavior continues to hold back returns when compared with the market. The Average Equity Fund and Average Fixed Income Investor's performance in comparison with market benchmarks is revealed and the report provides a framework to improve investor returns by managing behaviors that cause investors to act imprudently.

Lincoln Financial Earns DALBAR Award for Excellence in Annuity Illustrations

(Marlborough, MA, March 13, 2024) DALBAR, Inc. is recognizing Lincoln Financial Group for a 5th consecutive year for arming advisors with a vital tool for use in their sales process. The firm sets the standard with annuity illustrations that speak to current and prospective clients with a complete and highly comprehensible picture of how an annuity can address their needs. Lincoln Financial's illustrations feature clear depictions of protected income and use color generously to highlight key values and performance under different market conditions. This provider stands apart from competitors and many out-of-the-box illustration tools that rely on numerous pages of data-driven tables and lack the color, visuals and organization of Lincoln’s easy-to-digest projections and illustration assumptions.

DALBAR's Universal Life Web Review Identifies Providers Achieving Self-Service Excellence

(Marlborough, MA, March 6, 2024) DALBAR has completed their annual review of website experiences offered to potential and existing Universal Life Insurance customers, and is recognizing providers whose websites earned high scores in 2023.

Nationwide Retirement Solutions Earns the 2023 DALBAR Plan Participant Service Award and Secures 10 Years of Customer Service Excellence to Retirement Plan Participants

(Marlborough, MA, February 28, 2024) DALBAR, Inc., the preeminent auditor of customer service within the financial services industry, proudly continues to unveil the distinguished recipients of the 2023 DALBAR Service Award. For the 10th consecutive year, Nationwide Retirement Solutions, has again earned the prestigious Plan Participant Service Award, in recognition of their exceptional telephone support to both their public and private sector retirement plan participants.

13 Years Strong: Putnam Investments Earns DALBAR's Total Client Experience Award Again in 2023

(Marlborough, MA, February 21, 2024) DALBAR, Inc., the preeminent auditor of customer service within the financial services industry, proudly continues to unveil the distinguished recipients of the 2023 DALBAR Service Award. For the 13th consecutive year, Putnam Investments* now part of Franklin Templeton, has earned the prestigious Total Client Experience Service Award, in recognition of their outstanding customer service and transaction processing support to their mutual fund shareholders.

JPMorgan Asset Management Continues to Earn DALBAR's Excellence in Sales Support Award for Providing Unparalleled Support to Financial Professionals

(Marlborough, MA, February 14, 2024) DALBAR, Inc., the preeminent auditor of customer service within the financial services industry, proudly continues to unveil the distinguished recipients of the 2023 DALBAR Service Award. This week, JPMorgan Asset Management continues to remain the singular awardee of the Excellence in Sales Support Service Award, recognized for their outstanding customer service support to their financial professionals.

Policyholders Put First: DALBAR Recognizes Standout Insurance Firms for Customer Service

(Marlborough, MA, February 7, 2024) DALBAR, Inc., the preeminent auditor of customer service within the financial services industry, proudly continues to unveil the distinguished recipients of the 2023 DALBAR Service Award.

DALBAR's Annuity Service Award Honors First-Class Investor Service

(Marlborough, MA, January 24, 2024) DALBAR, Inc., the preeminent auditor of customer service within the financial services industry, proudly continues to unveil the distinguished recipients of the 2023 DALBAR Service Award.

DALBAR Recognizes Superiority in Mutual Fund Service Centers

(Marlborough, MA, January 10, 2024) DALBAR, Inc., the preeminent auditor of customer service within the financial services industry, proudly continues to unveil the distinguished recipients of the 2023 DALBAR Service Award.

DALBAR Applauds Financial Firms for Exemplary Customer Service

(Marlborough, MA., December 20, 2023) DALBAR, Inc., the preeminent auditor of customer service within the financial services industry, proudly unveils the distinguished recipients of the 2023 DALBAR Service Award.

Life Insurance Providers Are Keeping Claimants in Mind

(Marlborough, MA, 6/6/2023) Empathy and ease, two critical components of self-service life insurance experiences, and a recent review conducted by DALBAR identified the firms that very intentionally seek to extend both to their claimants.

DALBAR Seeks and Finds the Top Online Retirement Plan Enrollment Experiences

(Marlborough, MA., May 17, 2023) DALBAR’s recent study of digital plan enrollment processes sought to acknowledge those firms that recognize the impact an effective process has on an employee's decision to take positive action for their future.

Nationwide's Dedication to Customer Experience Excellence Earns Acclaimed DALBAR Award

(Marlborough, MA, 5/10/2023) Nationwide has once again staked its claim as a customer service powerhouse by ensuring customers receive top tier service at each touchpoint of interaction. The firm has garnered its fourth consecutive DALBAR Customer Experience Excellence award.

DALBAR Seeks out the Best of the Best Among Investor Account Statements

(Marlborough, MA 4/12/2023) Analysis is complete and the results from DALBAR's 25th annual study of investor account statements have been revealed!

Investors Panic in 2022 and Lose More than Indices Suggest

(Marlborough, MA. March 30, 2023) DALBAR, Inc.'s QAIB report (Quantitative Analysis of Investor Behavior) has been the nation's leading study on investor behavior since 1994. This year's 2023 QAIB Report, published on March 30th, examines the psychology and practical implications of a historically tough year for investors in 2022.

Nationwide Retirement Solutions Continues to Provide Stellar Service to Retirement Plan Participants

(Marlborough, MA, 3/1/2023) DALBAR is thrilled to announce that for the 9th year in a row, the 2022 Plan Participant Service Award has been awarded to Nationwide Retirement Solutions. The firm earned the award for providing consistent and exceptional telephone support to public and private sector retirement plan participants.

Putnam Investments Receives DALBAR's Total Client Experience Award

(Marlborough, MA, 2/22/2023) DALBAR is delighted to announce that Putnam Investments has received the Total Client Experience Award for 2022. This award recognizes Putnam for providing clients with exceptional support through telephone interactions, subsequent processing and any necessary follow-ups.

JP Morgan Funds Celebrated by DALBAR for Best Sales Support to Financial Professionals

(Marlborough, MA, 2/15/2023) JP Morgan Funds once again stands alone as the single winner of DALBAR's prestigious annual award, the 2022 Excellence in Sales Support Award. The award recognizes JP Morgan Funds' industry leading inbound sales desk after an exhaustive review throughout the year. The award winner was determined by reviewing interactions against criteria covering all aspects of the advisor's experience with the sales desk.

Insurance Companies Providing First-Class Customer Service Honored by DALBAR

(Marlborough, MA, 2/8/2023) Over the past year, two firms offered life insurance clients unmatched customer service, earning them DALBAR's Insurance Service Award for 2022. DALBAR is delighted to announce the award winners, whose customer service interactions were meticulously evaluated using industry best practices and exceptional service benchmarks.

3 Firms Stand Out for Highest Quality Phone Service to Financial Professionals

(Marlborough, MA, 2/1/2023) The winners of DALBAR's 2022 Financial Intermediary Service Award, recognizing firms for delivering extraordinary telephone support to financial advisors, agents and other intermediaries, have been announced. Financial intermediaries are a particularly demanding audience to serve effectively due to an increased knowledge base and transactional requirements. Three firms stood out from the crowd, continually providing stellar service that was rigorously evaluated against industry best practices throughout the year by DALBAR.

DALBAR Annuity Service Award Winners Excel at Meeting Investor Needs

(Marlborough, MA, 1/26/2023) DALBAR today announced the winners of the 2022 Annuity Service Award which recognizes those annuity companies providing the highest quality customer service in the industry.

DALBAR Crowns Investment Companies with Superior Service Centers

(Marlborough, MA, 1/11/2023) The year 2022 was a challenging one for mutual funds that put extraordinary stress on the industry. Six firms tracked by DALBAR stood out in this tumultuous year, rising to support investors when the need was greatest. Their contact centers were available and responsive to shareholders.

Congratulations to All Recipients of the 2022 DALBAR Service Award!

Customer service is an intricate component of any business. Customer service levels in contact centers are no exception. Through proprietary measurement techniques and technology, DALBAR examined and identified firms that stand out in the mutual fund, annuity, retirement, and insurance industries.

DALBAR invites all firms to check their award status by visiting DALBAR's award winner's page.

DALBAR's Universal Life Study Recognizes Top Online Experiences
These Providers Make it Easy to Begin Doing Business with Them

MARLBOROUGH, Mass., Sept. 29, 2022 - DALBAR's 2022 review of Universal Life consumer web experiences identifies Nationwide, USAA, Thrivent, Lincoln Financial and Prudential as leaders in addressing clients’ and prospects’ self-service needs.

DALBAR Recognizes Retirement Plan Providers with Superior Mobile Enrollment Experiences

(Marlborough, MA., June 22, 2022) DALBAR concluded its 2022 review of mobile retirement plan enrollment experiences on both mobile optimized sites and apps. Congratulations go to the five highest scoring experiences:

John Hancock Retirement (Guided)
Securian
Voya Financial
Principal
John Hancock Retirement (Express Enroll)

John Hancock Retirement's top scoring Guided enrollment process offers maximum ease with the inclusion of retirement profiles to assist enrollees in determining the income replacement level most appropriate for them.

The Top 5 Plan Participant Account Statements are Revealed by DALBAR

(Marlborough, MA., June 1, 2022) DALBAR congratulates the retirement plan providers holding the highest-ranking defined contribution statements in the 24th Annual Trends and Best Practices in Investor Statements study.

Bank of America has offered its plan participants the top DC statement for 11 consecutive years via comprehensive and organized account information, additional support in the form of messaging, and plan details to keep participants of all experience levels informed about their investments.

DALBAR's Famed Investor Behavior Research Finds Investors in Variable Annuity Subaccounts Trade Less, Earn More

(Marlborough, MA., May 25, 2022) A new study conducted by DALBAR found that equity investors in variable annuity subaccounts trade less than the average equity investor and have earned consistently more as a result.

This important research breaks through common objections to variable annuities with the overall results of higher returns. Variable Annuity Subaccount Investors were found to avoid negative behaviors and were therefor, more successful than their mutual fund investor counterparts.

DALBAR: These 5 Firms Are at the Top of the Charts for Online Group Benefits Administration

(Marlborough, MA, 5/24/22) DALBAR congratulates the top five firms boasting the most efficient and user-friendly plan administration portals during our 2022 group benefits employer website study.

Principal Financial Group® took home the top spot on the strength of member management that allows employers to manage employee leave, order new benefit ID cards, and search for dental providers. A comprehensive Open Enrollment dashboard tracks workforce progress with benefits enrollment, while the Billing area offers every standard premium payment feature and the ability to customize billing groups and payment preferences.

Nationwide Earns Honors for Industry-Leading Customer Experience Across Multiple Touchpoints

(Marlborough, MA., April 7, 2022) - DALBAR announced that Nationwide has earned DALBAR's Customer Experience Excellence Award for each of three years the award has been offered. This award recognizes Nationwide's work to ensure an industry-leading customer experience across critical service channels.

''An important aspect in retirement planning is having the right support at your disposal. This is an area where Nationwide excels. They have 24/7 access to award-winning websites, a great mobile app for people on the go, and the best telephone support for plan participants we have seen.'' explains DALBAR Director Brendan Yeager.

These Firms Hold Top Spots for Their Outstanding Brokerage Statements According to DALBAR

(Marlborough, MA., April 6, 2022) - DALBAR congratulates the firms holding the top brokerage statements in the 24th Annual Trends and Best Practices in Investor Statements study.

BNY Mellon's Pershing earned the top spot for the 4th consecutive year, making multiple enhancements including a new field for additional account description and the option to list transactions by trade date rather than settlement date. Ensuring that the client experience is not negatively impacted by the change, the firm offers an optional cover page with an explanation of the new trade date display.

Investors Experience Devastating Investor Performance Gap

(Marlborough, MA., March 31, 2022) - DALBAR, Inc.'s QAIB report (Quantitative Analysis of Investor Behavior) has been the nation's leading study on investor behavior for the past 28 years. This year's report, published on March 31st, contains alarming findings that paint a grim picture of how the Average Investor behaved and performed in 2021.

The study found that the Average Equity Fund Investor earned more than 10% less than the S&P 500 (18.39% vs. 28.71%), which marked the 3rd largest underperformance ever observed by the QAIB study, which looks back to 1985. Other notable findings from the study include rapidly rising inflation (7.04% in 2021), the superior performance of index fund investors, and the introduction of a new asset allocation strategy designed to improve investor behavior and investment returns.

Worried About What's Happening? Protect the Money You Need

(Marlborough, MA., March 9, 2022) DALBAR's research shows that investors are most vulnerable during uncertain times.

During the uncertainty of 2021, investors forfeited 10.32% of returns by simply trying to escape the worrisome markets. This escape meant that temporary losses of 2021 became permanent!

Investors are even more worried now, but can avoid the permanent loss by protecting the money that will be needed until the uncertainty ends. A permanent loss can only be incurred when an investment is sold so that by not selling there can be no permanent loss.

Industry Leader in Customer Service to Retirement Plan Participants Unveiled

(Marlborough, MA., Feb. 24, 2022) Today DALBAR announced that Nationwide Retirement Solutions has earned the 2021 Plan Participant Service Award. This award recognizes Nationwide for outstanding telephone support to both public and private sector retirement plan participants. This is the eighth consecutive year that Nationwide has earned this distinction.

DALBAR Recognizes AIG Life & Retirement for Award-Winning Customer Experience Across Service Channels

(Marlborough, MA., February 22, 2022) DALBAR is excited to announce that AIG Life & Retirement has earned DALBAR's Customer Experience Excellence Award for the third consecutive year. This award recognizes the work that AIG Life & Retirement has done to ensure an industry-leading customer experience across different service channels.

This Mutual Fund Provider Will Take Care of You Even After You Hang Up

(Marlborough, MA., 2/16/22) DALBAR is excited to congratulate Putnam Investments in earning DALBAR's Total Client Experience Award for the eleventh consecutive year. This award recognizes Putnam for exceptional support through the contact center, including both what happens on the phone, and the processing and any other follow-up that the representative completes after the call concludes.

DALBAR Director Brendan Yeager explains, ''A large portion of the financial services industry has engaged DALBAR to review what happens on their calls with clients, but Putnam Investments has gone a step further to make sure that every aspect of the telephone service experience is of the highest possible caliber, including what happens behind-the-scenes and after the call is over.''

This Mutual Fund Company is in a Class by itself for FP Sales Support

(Marlborough, MA., Feb. 9, 2022) Today, DALBAR has formally recognized JPMorgan as the sole winner of the 2021 Excellence in Sales Support Award. After a rigorous review of 14 industry-leading financial services firms, only one sales desk emerged to qualify for DALBAR's prestigious annual award: JPMorgan.

DALBAR Director Brendan Yeager explains what set JPMorgan apart from the competition, ''While a number of companies excelled in one area or another, JPMorgan really stood out in their providing a well-rounded experience. Considering how frequently financial professionals call into the Sales Desk, having someone who is friendly and personable can really impact their day-to-day.''

These Firms are a Step Ahead in Meeting Taxpayers' Needs

(Marlborough, MA., Feb. 2, 2022) DALBAR's 2021 review of Composite 1099s sought out best-in-class documents that couple regulatory information with next-level practices that offer additional value to taxpayers.

The fifth version of Trends and Best Practices in Tax Reporting assessed the quality of Composite 1099s and elements that make them convenient for both investors and tax professionals. Five firms provided optional details and presentational value that stood out from the competition.

These Insurers Give New Meaning to the Human Experience

(Marlborough, MA., Feb. 1, 2022) DALBAR is excited to congratulate the winners of the 2021 Insurance Service Award which recognizes those firms providing the highest quality customer service to life insurance policyholders. This year's winners stand out from their peers in the overall quality of their telephone support to policyholders. The 2021 winners (listed alphabetically) are:

- Guardian Individual Markets Contact Center
- Pacific Life – Life Insurance Division

Three Firms Lead the Industry in Customer Service to Financial Professionals

(Marlborough, MA., Jan. 25, 2022) - DALBAR congratulates the winners of the 2021 Financial Intermediary Service Award celebrating those financial services organizations providing industry-leading support to the financial professional community. This award looks specifically at the overall quality of telephone support on existing business provided to financial professionals and their staff. Of the 18 organizations tested, only three rose to DALBAR's exacting standards to earn this distinction, they are (listed alphabetically):

  • Goldman Sachs
  • Pacific Life
  • Park Avenue Securities

Standing Up for Investors: Lou Harvey Featured in Change Makers and Their Stories Podcast

(Marlborough, MA., Jan. 20, 2022) - ''Investors know what their own best interests are—and financial institutions need to do a better job of listening,'' says Lou Harvey, founder of the market research firm DALBAR Inc. In the latest episode of the podcast Change Makers and Their Stories, he describes how he stumbled into the investment business nearly a half-century ago and the battles he has fought on behalf of the investor.

Change Makers and Their Stories is produced and hosted by Carpenter Group, a New York City-based creative agency that helps major global financial institutions, professional services firms and fintech companies build a strategic advantage for their brands.

These Annuity Providers Put Customers First Despite Pandemic

(Marlborough, MA., Jan. 20, 2022) - DALBAR is excited to congratulate the winners of the 2021 Annuity Service Award which recognizes those firms providing the highest quality customer service in the industry. As the nation's leading independent evaluator of the customer experience within financial services, DALBAR knows a thing or two about customer service. This year's winners stand out from their peers in the overall quality of their telephone support to annuity contact owners. The 2021 winners (listed alphabetically) are:

  • AIG Life & Retirement
  • Guardian Life Retirement Contact Center

DALBAR's Online Enrollment Study Finds Firms Have Taken One Step Back and a Step Forward

(Marlborough, MA., Jan. 19, 2022) - DALBAR, Inc., a leading financial services market research firm, wrapped up its 3rd Online Enrollment review, which looked at traditional and "quick" retirement plan enrollment experiences.

The 2021 review noted a downturn and occasional stagnation in the already underwhelming guidance offerings found during online enrollment. Types of guidance that saw a decline include:

  • Enrollment instructions
  • Answers to frequently asked questions
  • Relevant support for various enrollment tasks

Want Great Customer Service? These Mutual Fund Companies Have It!

(Marlborough, MA, 1/5/22) - DALBAR, Inc., the nation's leading evaluator of customer service in the financial services industry, today congratulates the winners of the 2021 Mutual Fund Service Award. This award recognizes providers for consistently providing industry-leading telephone support to mutual fund shareholders. Of all the mutual fund companies reviewed, only the following 7 organizations earned this distinction in 2021:

  • JPMorgan Funds
  • New York Life Investments
  • Primerica
  • Putnam Investments
  • Thrivent Mutual Funds
  • Voya Investment Management
  • Voya 529 Plans

DALBAR Answers the Question: Who's the Best in Customer Service?

(Marlborough, MA, Dec. 15, 2021) DALBAR, Inc., the nation's leading evaluator of customer service in the financial services industry, kicks off their annual award season today by publishing the recipients of the prestigious 2021 DALBAR Service Awards.

DALBAR Responds to Flawed DOL ESG Proposed Regulation

(Marlborough, MA, Dec. 14, 2021) In its comment letter regarding the Prudence and Loyalty in Selecting Plan Investments and Exercising Shareholder Rights (''Proposed Regulation''), DALBAR details flaw in the discriminatory treatment of ESG Investments. The DOL's proposed rule includes the impractical requirement for each fiduciary to separately evaluate the ''economic effects of climate change and other ESG factors'' on each plan. This critical flaw in this approach is that the Proposed Regulation downgrades ESG to being a second-class citizen of the investment world.

Many Investors in the Dark about their Retirement Readiness

(Marlborough, MA, Sept. 30, 2021) A recent study conducted by DALBAR, Inc. found an alarming lack of knowledge among some investors related to their retirement savings. The study analyzed over 1,000 investors and examined various factors of their financial plan for retirement.

These included what DALBAR calls the 3 Fundamental Questions of Retirement Planning. Those are (1) how much do I currently have saved for retirement, (2) how much will I need at retirement? and (3) what are my chances of having what I need?

DALBAR: e-Delivery Notifications - AKA ''Electronic Envelopes'' - They Matter

(Marlborough, MA, Sept. 28, 2021) DALBAR's recent research illustrates that the structure, design, content and quality of messaging within e-Delivery notifications are crucial. These notifications signify the arrival of a new document in the same way a paper envelope announces new correspondence. These 'electronic envelopes' must therefore draw interest, action and most importantly, trust.

Upon their arrival, e-Delivery notifications should proactively provide a measured level of detail, either in the subject line or the body of the email, to help recipients determine if immediate action is necessary. Ameriprise, Charles Schwab, Fidelity and Morgan Stanley stand out in their deliberate efforts to provide pertinent details about the available document, be they in the header or within the first few lines of the email.

DALBAR Study finds the Average Investor Return Gap Doubled in 2021

(Marlborough, MA., Aug. 25, 2021) DALBAR, Inc. announces the release of the 2021 mid-year update to its QAIB report (Quantitative Analysis of Investor Behavior). The QAIB report has been the nation's leading study on investor behavior for the past 27 years and has now been updated for the period ending June 30, 2021.

The study found that the gap between the Average Equity Fund Investor and the U.S. equity market has widened considerably in the first half of 2021. The study previously found that investors mitigated their losses during the volatility that followed the emergence of the pandemic in 2020. For the year 2020, the investor gap for equity investors was 1.11% (17.29% for the Average Equity Fund Investor and 18.40% for the S&P 500).

DALBAR Study Shows Annuities Improve Investor Behavior

(Marlborough, MA. May 25, 2021) DALBAR, Inc., the nation's leading researcher on investor behavior, recently found that variable annuity subaccount investors exhibit less destructive behavioral tendencies and have consistently earned more money than the average investor.

The study examined the cash flows and balances of over $1.5 trillion in variable annuity assets over a 20-year span to arrive at its conclusion; variable annuity subaccount investors stay in their investments longer and experience higher returns as a result. DALBAR used average investor data it has been computing for the industry since 1994 as the basis of its comparison.

DALBAR Study Identifies Superior Term Life Website Experiences

(Marlborough, MA, May 11, 2021) DALBAR recently reviewed the websites of Term Life Insurance providers and recognized those firms that offer prospective and existing policyholders an online environment that represents a superior standard of customer care.

Five Term Life insurance providers rose above the rest - Nationwide, AIG Direct, Prudential, Thrivent and Lincoln Financial Group.

Investors Reacted to Market Crisis in Unprecedented Fashion

(Marlborough, MA, April 1, 2021) DALBAR, Inc.'s QAIB report (Quantitative Analysis of Investor Behavior) has been the nation's leading study on investor behavior for the past 27 years. This year's report, published on March 31st, examines one of the most fascinating periods for investor behavior since the study's inception in 1994.

The study found that the Average Investor reacted in an atypical fashion during the market turmoil of last March; fleeing from fixed income investments but holding steady with their equity levels. The study reports that only 11% of investors cashed out investments in response to the market crash last March.

DALBAR Recognizes AIG & Nationwide For Customer Experience Excellence

(Marlborough, MA., March 25, 2021) There are lots of ways that today's consumers can interact with their financial services providers. To truly

DALBAR IDENTIFIES THE TOP ACCOUNT STATEMENTS

The results of DALBAR's annual Trends and Best Practices in Investor Statements study are in, and BNY Mellon's Pershing, BlackRock, Merrill and AIG Life & Retirement all landed in the top spot within their respective lines of business.

DALBAR and RLC Announce Joint Venture i-LearnERISA.com to Provide Online Learning for Changing ERISA Landscape

(Marlborough, MA, Feb. 18, 2021) Concurrently with the go-live date of the Department of Labor's (DOL's) ''Improving Investment Advice for Workers and Retirees Prohibited Transaction Exemption 2020-02'' (''PTE 2020-02''), DALBAR, Inc. and the Retirement Learning Center have joined forces to provide on-demand, state-of-the-art solutions to help financial professionals easily comply with the new regulations. As the peak of rollover activity approaches for this immense market i-LearnERISA provides continuing education (''CE'') for financial professionals who must act appropriately under PTE 2020-02 and Securities and Exchange Commission (SEC) rules.

Putnam Investments Recognized for Outstanding Total Client Experience for Tenth Consecutive Year

DALBAR is excited to announce that Putnam Investments has earned the Total Client Experience Award for 2020. This award recognizes Putnam for their outstanding telephone support to mutual fund shareholders, including both their interactions on the phone and the behind-the-scenes processing of customer requests. This is the tenth consecutive year in which Putnam has been recognized with this prestigious award.

Nationwide Awarded for Exceptional Support to Plan Participants for Seventh Consecutive Year

(Marlborough, MA, Jan. 7, 2021) DALBAR is excited to announce that Nationwide Retirement Plans has earned the coveted Plan Participant Service Award for 2020. This award recognizes Nationwide for the quality of telephone support being provided to participants in both public and private-sector retirement plans. 2020 marks the seventh consecutive year in which Nationwide earned the Plan Participant Service Award.

DALBAR Uncovers Best Practices for Remote Contact Centers

(Marlborough, MA, Dec. 23, 2020) DALBAR, Inc. announced today the release of its biennial study entitled, Trends & Best Practices in Financial Services Contact Centers. The report provides insight into how financial services contact centers successfully transitioned to a predominantly remote workforce in 2020. ''With all of the challenges this year has brought to the customer service experience, we are so proud to release this study at a time when Contact Center Managers need it most,'' said DALBAR Director Brendan Yeager.

DALBAR Recognizes Annuity Providers For Award-Winning Service

(Marlborough, MA, Dec. 17, 2020) DALBAR is excited to announce the winners of the 2020 Annuity Service Award for industry-leading telephone support to annuity contract owners. The 2020 award winners are:

- AIG Life & Retirement Contact Center
- Guardian Life Retirement Contact Center


According to DALBAR Director Brendan Yeager, ''One of the great features of annuities is the security that they provide; and if there was ever a year where people need to feel more secure, this is it. Of course, features are best able to benefit clients when they understand them and know how to exercise them...''

DALBAR Awards Firms for Best-In-Class Telephone Sales Support

(Marlborough, MA, Dec. 16, 2020) Today DALBAR announced the winners of the 2020 Excellence in Sales Support Award, recognizing those companies leading the industry in the handling inbound sales calls from the financial advisor community. This year's award winners are:

- JPMorgan Funds
- Putnam Investments

''The inbound sales desk is unique in that it blends elements of service and sales into a single role,'' explains DALBAR Director Brendan Yeager.

DALBAR Recognizes Mutual Fund Providers For Best-In-Class Service to Shareholders

(Marlborough, MA, Dec. 10, 2020) DALBAR is excited to announce the winners of the 2020 Mutual Fund Service Award. These award-winning institutions stood out from the competition in the quality of telephone service being provided to mutual fund shareholders. The 2020 award winners are:

JPMorgan Funds
New York Life Investments
Primerica
Putnam Investments
Thrivent Mutual Funds
VOYA Investment Management
VOYA 529 Plans

DALBAR Awards Firms for Industry-Leading Service to Financial Professionals

(Marlborough, MA, Dec. 3, 2020) Today DALBAR announced the winners of the 2020 Financial Intermediary Service Award, recognizing those companies that provide the best-in-class telephone support to financial advisors, agents and other intermediaries. This year's winners (listed alphabetically) are:

BlackRock
Goldman Sachs
Pacific Life
Park Avenue Securities

DALBAR Recognizes the Best-In-Class Providers of Policyholder Service

2020 has been a challenging year for everyone; this is certainly true for contact centers. The pandemic forced companies to rapidly shift to a work-from-home model, in many cases where the required infrastructure and training were not already in place. On top of the challenging work environment, representatives were also dealing with their own stress, anxiety and, in many cases, childcare issues. Customers, on the other hand, were still expecting the same level of service as they were accustomed to.

DALBAR Releases Advisor Hub for Renowned Investor Behavior Research

(Marlborough, Mass., Oct. 29, 2020) DALBAR, Inc. announced today the release of QAIB Advisor Studio, a dynamic, digital advisor platform for investor behavior-related content and data.

The QAIB Advisor Studio is an online, interactive hub for investor behavior related content, research and data from leading market research firm DALBAR, Inc.

In its 26 years of publication, the widely distributed Quantitative Analysis of Investor Behavior (''QAIB'') has evolved from an annually produced study to now becoming an interactive resource for illustrations, infographics, social media content, tools, news and data. These investor behavior resources strengthen financial professionals' communication with their clients and the community, which drives client satisfaction, better investment outcomes, and business growth.

DALBAR Recognizes Firms with Top Mobile Retirement Plan Enrollment Experiences

(Marlborough, Mass., Oct. 28, 2020) - An effective and seamless plan enrollment experience is closely tied to employees' willingness to follow through to completion. This holds true tenfold when enrolling via mobile device. During DALBAR's recent evaluation of 16 mobile site and 4 mobile app enrollment processes, John Hancock, Securian Financial, Voya and Principal ranked among the top mobile site experiences while Merrill was at the top of the app enrollment experiences.

DALBAR Finds Advisors Receive High Marks From Investors On COVID-19 Response

(Marlborough, Mass., Oct. 22, 2020) - DALBAR's Investor Insights series of reports continued today with the publication of Investor Insights: COVID-19 and Financial Advice. The study captures investors' thoughts and experiences related to financial advice during the COVID-19 market crisis and the months that followed. The study found that the advisory profession hit the mark in terms of building trust and confidence during the crisis.

DALBAR finds gaps in COVID safety protocols among North American bank branches by deploying its secret shopping capabilities

(Marlborough, Mass., Sept. 17, 2020) - DALBAR Inc., the financial community's leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service, released findings for a first of its kind, COVID-19 Crisis: In Branch Spot Check Study. Bank clients across North America remain anxious about visiting their local bank branches during the current health crisis. COVID-19 has forced banks to implement additional health safety measures for the protection of clients as well as team members. DALBAR examined how well the leading banks in North America have adapted to the evolving crisis. The banks evaluated in the study included: Bank of America, BMO, Capital One, Chase, CIBC, Citibank, Fifth Third, PNC, RBC, Scotiabank, SunTrust, TD Bank, US Bank, and Wells Fargo. These banks combined operate over 33,000 branches across North America.

DALBAR Uncovers Trends in Online Enrollment

MARLBOROUGH, Mass., Sept. 1, 2020 /PRNewswire/ -- DALBAR's 2020 review of digital plan enrollment processes revealed numerous interesting trends including retirement plan providers':

1. Acknowledgement that one size does not fit all, and

2. Deliberate, yet subtle tactics to drive contribution rates.

A review of 27 enrollment experiences indicates that firms are trending heavily toward offering two paths: the more traditional step-by-step enrollment process paired with an express option requiring little more than one-click acceptance of pre-determined selections.

DALBAR Warns of Hidden Burdens Related to Rollovers in New DOL Rule

(Marlborough, MA., 8/20/2020) DALBAR, Inc., announced today that it has developed a comprehensive checklist to support the annual review of rollover recommendations required by the Department of Labor's new proposed fiduciary rule, ''Improving Investment Advice for Workers & Retirees.''

The proposed rule will make it a fiduciary act to recommend a rollover from an employer-sponsored retirement plan. ''Much of the distribution guidance Americans receive today will be subject to prohibited transaction rules under ERISA when the rule is enacted,'' said Cory Clark, DALBAR's Chief Marketing Officer. However, the rule offers an exemption, which will allow firms to continue providing such guidance, on the condition that recommendations are made subject to impartial standard of conduct and the firm undergoes a ''retrospective review'' with a written report.

DALBAR Finds Critical Omission in DOL's Proposed ESG Rule

(Marlborough, MA., 8/5/2020) -- In its comment letter regarding the regulation of ESG Investments, DALBAR contradicts the Labor Department's argument that only risk-adjusted returns qualify as financial benefits. The DOL's proposed rule would limit the factors fiduciaries can use in selecting plan investments to what the Department defines as ''pecuniary'' factors. The critical flaw in this approach is that the definition of ''pecuniary'' fails to include the two most crucial factors in securing retirement income: participation and contributions.

DALBAR e-Delivery Research Finds Investors and Financial Firms are Both Aligned and Misaligned

(Marlborough, MA., June 23, 2020) In reviewing the results of two e-Delivery surveys conducted by DALBAR, one investor facing and one completed by financial firms, comparisons were made between the responses provided by the two types of respondents. Expecting to find a trend toward agreement or complete disagreement between the two groups, we instead found a mix of both.

DALBAR Awards AIG Life & Retirement for Variable Annuity Customer Experience Excellence

(Marlborough, MA, 6/2/2020) DALBAR, Inc., the financial community’s leading independent expert for evaluating, auditing and rating customer experience, announces that AIG Life & Retirement has earned DALBAR’s inaugural Customer Experience Excellence Award. This award recognizes the outstanding work that the Individual Retirement division of AIG Life & Retirement has done to provide a superior standard of care for its variable annuity customers across the service channels that make up the majority of its customer interactions.

Nationwide Retirement Plans Recognized For Outstanding Customer Experience

(Marlborough, MA, May 5, 2020) Today DALBAR recognized Nationwide Retirement Plans for outstanding service delivery to plan participants with the 2020 Customer Experience Excellence Award. This award is based on a detailed review of the customer service channels which form the majority of customer interactions.

''It is hard to overstate the importance of the customer experience where retirement plans are concerned,'' explains DALBAR Director Brendan Yeager. ''Having easy access to information and the right planning tools, backed up by friendly and knowledgeable associates who are able to answer any questions they may have, leads to more informed participants. This in turn leads to the most important goal, greater success in saving for retirement. Nationwide understands this, has made the participant's experience a real priority, and it shows.''

Faced with a Sudden Real Threat, Will Investors Learn from Lessons of the Past?

(Marlborough, MA, March 31, 2020) - DALBAR, Inc.'s QAIB report (Quantitative Analysis of Investor Behavior) has been the nation's leading study on investor behavior for the past 26 years. This year's report, published on March 31st, comes in the midst of unprecedented market turmoil and sheds light on how investors have behaved during market crises of the past to glean insight for what lies ahead.

DALBAR i-PRT Goes Live Midst of Market Panic

(Marlborough, MA, March 10, 2020) After three weeks of unprecedented market volatility, DALBAR announces the cure for market panic, the Investor Panic Relief Tool that shows how to insure portfolios against market losses. Using an institutional type strategy, the DALBAR i-PRT presents a simple way to protect portfolios from losses in the event that the market panic continues.

DALBAR Agrees Investor Panic is a Natural Response

(Marlborough, MA, Feb. 27, 2020) As market response to Coronavirus continues to spiral, investor fear continues to fester. The actual risk of contracting the disease is low but markets are reflecting the possibility of a 100 year catastrophe. So what should investors do?
If this thing blows over, investors who jump ship now will lose much of their portfolio value. But if it does not, it could be a very costly mistake. The next three months will tell.

DALBAR Recognizes the Leaders in Investor Communications

(Marlborough, MA, Feb. 26, 2020) Pershing, BlackRock, Merrill and AIG top the list of best-in-class communications in DALBAR's 22nd Annual Trends and Best Practices in Investor Statements. Each of these firms offers a superior standard of care through informative and digestible account statements that provide more than simply the required details. Pershing achieved its highest score ever, earning the number one rank among brokerage statements for a second year in a row, while Merrill and Morgan Stanley remain close behind at #2 and #3, respectively.

RBC Ranks #1 Among Big Five Banks Supporting Canadians With Retirement

(Toronto, ON, February 5, 2020) DALBAR Inc., the financial community's leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service, released findings from its inaugural National Retirement Study. A first of its kind, the study was undertaken to assess how well the Big Five Banks handled retirement conversations through its retail branch network. A secondary evaluation was conducted with additional banks, credit unions, and regional financial institutions to round out the study. RBC ranked #1 amongst the Big Five Banks providing the strongest level of support to Canadians who are worried about their retirement nest egg. Retirement is an ever-growing concern for many Canadians, with increasing life expectancies, diminishing pensions, and a rising cost of living, the retirement nest egg has become more important than ever. RBC representatives used their experience and expertise to ease client fears, imparted useful knowledge about closing retirement shortfalls, and made the client feel it was a financial coaching experience instead of a transactional one.

Putnam Investments Earns DALBAR Total Client Experience Award

Today DALBAR announced that Putnam Investments has earned the Total Client Experience Award for the ninth consecutive year. This distinction recognizes Putnam for consistently delivering an exceptional service experience while also providing accurate information and precisely executing transactions for shareholders through their mutual fund contact center.

DALBAR Identifies Top Web Experiences for Universal Life Policyholders

(Marlborough, MA. 1/14/2020) DALBAR's inaugural ranking of the digital experiences offered to Universal Life policyholders finds Thrivent at the top of the list. Closely following Thrivent are Nationwide, Ohio National, Lincoln Financial and Prudential, the top five consumer site experiences. These firms excel at online policy management and making the topic of life insurance more understandable to the average consumer.

DALBAR Announces 2019 Excellence In Sales Support Awards

(Marlborough, MA. 1/9/2020) Today DALBAR announced the 2019 winners of the Excellence in Sales Support Award which recognizes financial services companies for providing industry-leading support to the advisor community through the inbound sales desk. The inbound sales desk is an essential resource for financial advisors and their teams. These best-in-class organizations go beyond fulfilling literature orders and are able to answer in-depth product questions and help advisors select products that meet each client's specific need.

Nationwide Retirement Recognized for Exceptional Service to Plan Participants

Today DALBAR announced that Nationwide Retirement has earned the 2019 Plan Participant Service Award for outstanding telephone support to retirement plan participants. This is the sixth consecutive year in which Nationwide was recognized by DALBAR with this distinction.

DALBAR Announces 2019 Annuity Service Award Winners

(Marlborough, MA. 12/19/2019) Service matters. This is a maxim that is true across all industries and for every product. Of course for some products the stakes are higher than for others. Annuities are certainly one such product, considering the length of time people own them for and the importance of the product to their long-term financial well-being. Today DALBAR recognized those annuity providers delivering best-in-class telephone support to contract owners. These award-winning institutions stood out from the competition after a year-long audit of customer interactions against criteria covering all aspects of the service experience.

DALBAR Highlights Top Mobile Trends and Innovations in Financial Services

(Marlborough, MA. 12/17/2019) With DALBAR's Mobile InSIGHT program finishing its 6th year of reporting on the financial industry's mobile offerings, it is important to highlight the strides that have been made in the pursuit of a customer experience that is nothing short of superior. The mobile platform has risen to new heights when it comes to online traffic and app usage with record-breaking statistics indicating mobile usage steadily replacing its desktop counterpart. DALBAR's new Mobile Landscape report series identifies the top mobile trends and highlights firms whose innovative approaches have made them trailblazers in the financial services industry.

DALBAR Announces 2019 Insurance Service Award Winners

(Marlborough, MA. 12/12/2019) Today DALBAR announced the 2019 winners of the Insurance Service Award which recognizes leading providers of life, long-term care, and disability insurance for delivering outstanding telephone support to policyholders. In order to earn this prestigious DALBAR award, companies must undergo a thorough and independent year-long audit looking at the quality of contact center interactions. Award eligibility is determined by a review of actual customer interactions against detailed industry-leading criteria based on superior service standards and industry best practices.

DALBAR Announces 2019 Financial Intermediary Service Award Winners

(Marlborough, MA. 12/10/2019) Today DALBAR recognized those companies providing industry-leading telephone support to financial advisors, agents and other intermediaries. These firms stood out from the competition in the service being provided to this critical audience after a year-long audit of their service delivery, based on direct observation and evaluation.

DALBAR Announces the Winners of the 2019 Mutual Fund Service Award

(Marlborough, MA. December 3, 2019) DALBAR, Inc. begins the 2019 award season by announcing the winners of the coveted Mutual Fund Service Award, which recognizes mutual fund providers for delivering best-in-class customer service to mutual fund shareholders. The Mutual Fund Service Award can only be earned after a year-long review of the customer service being delivered through the contact center. In order to qualify for the award, companies must exceed stringent quality thresholds in criteria covering all aspects of the customer experience.

DALBAR Finds Investors Still Use Statements to Review Accounts, Second Only to Online

Although investors have primarily shifted to digital methods, DALBAR’s Investor Insights survey found that 59% still utilize statements to review account data. Online access reigns above all with 88% reporting they view account details via computer or mobile device, but statement use exceeds other financial communications; more than double the 26% that call service centers and dwarfing the 17% that rely on advisors.

DALBAR Poses the Question, "Who is Right?"

(Marlborough, MA September 17, 2019) The 24 hour news is loaded with dire predictions as well as economic analyses that indicate that all is well. On one hand there is the argument that the inverted yield curve, China trade, Brexit and declines in other parts of the World are positive proof that our markets are headed for a crash. On the other hand, our own GDP growth, positive employment, consumer confidence and virtually no inflation are predictors of a bright future.

Online Security - a Fine Line between Clients Feeling Benefit Versus Burden

(Marlborough, MA. August 21, 2019) Whether a recommended security measure or good practice is implemented by an online user often depends on how onerous it feels to them. Even required practices when too burdensome, can dissuade the use of online portals. If clients must reset a password every 30 days the task of remembering one's most recent credentials may begin to weigh heavily on the benefit of 24/7 online account access. Firms must find the balance when employing multiple security layers to ensure the convenience of accessing one's account data isn't obstructed by the process of getting to it.

DALBAR ANNOUNCES NEW QUALITY TOOL FOR CONTACT CENTERS

(Marlborough, MA. August 20, 2019) – DALBAR, Inc., a leading independent expert for evaluating, auditing and rating customer experience (“CX’), announced the CXA iCoach self-assessment app, offering contact centers an innovative approach to leverage the proven benefits of self-directed learning to improve representative performance.

Calling All Statements! Be Recognized in DALBAR's 22nd Annual Trends and Best Practices in Investor Statements Report

(Marlborough, MA. August 13, 2019) DALBAR's Trends & Best Practices in Investor Statements is an annual publication that recognizes the top brokerage, mutual fund, variable annuity and retirement plan statements. Each year, DALBAR reviews hundreds of statements to identify those that excel in offering not only the required account and transaction details but the supplemental information that assists customers with financial planning as well as understanding this crucial document.

Financial Services Firms Achieve the DALBAR Superior Standard of Care for Defined Contribution Digital Experiences

(Marlborough, MA. August 6, 2019) In today’s world customers’ expectations are high and technology progresses at lightning speed, compelling financial services firms to fight to ensure that their digital assets stand out from the crowd and provide their customers with a top notch experience. DALBAR’s digital auditing programs provide firms with industry intelligence to guide them in the decision-making process about how their valuable resources are best spent. Through the identification of trends and best practices and ongoing monitoring of mobile and traditional web offerings, firms have the opportunity to reduce costs, exceed industry standards, correct weak points, achieve consistency, and meet the ultimate goal - provide their customers with a superior standard of care.

Tech-savvy Women are Leading the Way in Paperless Management of Finances, DALBAR study shows

MARLBOROUGH, MA July 16, 2019 – A recent study conducted by DALBAR has found that women across multiple age groups are more likely than men to seek out information online about paperless financial statements (commonly known as electronic delivery or e-Delivery in the financial services industry).

Surprise! Investors Beat the S&P in January
But not enough to pay for the sins of 2018!

(Marlborough, MA. April 17, 2019) The nation’s leading investor behavior research firm, DALBAR, Inc. found in its latest research report, “Holders vs. Sellers” that the average investor put money back into the market in January and was able to outperform the S&P over the first two months of 2019. However, this “recovery” wasn’t enough to mitigate the loses in the second half of 2018 and fell far short of what a buy and hold strategy would’ve yielded.

Average Investor blown away by market turmoil in 2018
DALBAR study shows the Average Equity Fund Investor lost twice the money of the S&P in 2018

(Marlborough, MA. March 25, 2019) The nation’s leading investor behavior study over the past 25 years found that the average investor took some money off the table in 2018 but was still poorly positioned for the second half of the year. The average investor was a net withdrawer of funds in 2018 but poor timing caused a loss of 9.42% on the year compared to an S&P 500 index that retreated only 4.38%.

DALBAR study shows older women defy age and gender stereotypes when it comes to using technology to manage finances with paperless statements

When it comes to using paperless statements to manage finances, it turns out that older women are more tech savvy than many would think.

DALBAR RECOGNIZES THE BEST ACCOUNT STATEMENTS IN FINANCIAL SERVICES

DALBAR’s annual Trends & Best Practices in Investor Statements identifies best-in-class communications that assist clients in understanding and managing investments. Each year, hundreds of statements are rigorously analyzed to uncover the leaders in each industry, underscoring their commitment to Excellence in communications.

Guardian Recognized for Award Winning Customer Care Across Insurance and Wealth Management Product Lines

Today DALBAR recognized The Guardian Life Insurance Company of America (Guardian®) for outstanding customer care through their phone channel. This high level customer care is evidenced by Guardian earning the prestigious DALBAR Service Award for multiple product lines in 2018, including: Life Insurance, Disability Insurance, Retirement, and their wealth management arm, Park Avenue Securities. Collectively these awards speak to an unparalleled commitment to the customer experiences provided to clients who purchase these products through a financial professional. The specific awards earned by Guardian in 2018 include:

Putnam Investments Recognized for Delivering Exceptional Total Client Experience

DALBAR announced today that Putnam Investments has earned the Total Client Experience Award for consistently delivering an exceptional all-around contact center experience to mutual fund shareholders. 2018 marks the eighth consecutive year that Putnam Investments has earned this distinction.

DALBAR Announces 2018 Best-in-Class Annuity Service Providers

We are currently in what many refer to as the “Age of the Customer” where consumers across industries are demanding more from the companies with which they do business than ever before. Service has become a key differentiator. While service is important across all industries, it is particularly important for the retirement industry, where the products are complicated and the stakes are high.

DALBAR Announces 2018 Insurance Service Award Winners

Today Dalbar announced the 2018 winners of the prestigious Insurance Service Award which recognizes life, long-term care, and disability insurance providers for delivering outstanding telephone support to policyholders.

Dalbar Announces 2018 Financial Intermediary Service Award Winners

Financial intermediaries, most notably financial advisors and their staff, play a central and crucial role in the financial services industry. Indeed, with many investors relying entirely on the advisor’s office to transact on their behalf, the quality of service those professionals receive when reaching out to providers is a critical piece of the overall customer experience.

DALBAR Announces 2018 Mutual Fund Service Award Winners

Companies across all industries are increasingly recognizing the importance of the customer experience as a means of differentiating themselves from the competition. This is particularly true in the mutual fund industry, where companies are unable to guarantee a long-term performance advantage over the competition. What they can guarantee however, is a consistently superior customer experience.

DALBAR APPOINTS CHIEF MARKETING OFFICER

(Marlborough, MA. November 15, 2018) DALBAR, Inc., a leading expert in the financial services industry, today announced that Cory Clark has been appointed Chief Marketing Officer. As CMO, Cory will focus on applying industry best practices to achieve more effective customer experience, regulatory compliance, data security and lower costs.

Consequences of Unrestricted MEPS

With the lifting of restrictions on Multiple Employer Plans “MEP” two major shifts are likely to occur in the retirement plan market. First is that all small plans will gravitate to local MEPs that do not include their direct competitors. The second is a massive increase in demand for local MEPs.

Five Firms Earn High Honors in DALBAR’s Analysis of Performance Reports

Performance reports are crucial tools in telling the tale of how accounts have performed and five firms stood out during DALBAR’s recent study, Trends and Best Practices in Performance Reporting, which identifies and assesses the factors that help clients understand their portfolios. Merrill Lynch topped the list by a considerable margin and easily proved itself to be the leader in illustrating clients' investment performance.

Top DC Online Enrollment Practices Identified in DALBAR Study

Recognizing the impact of that first connection with one's retirement plan, DALBAR honed in on Online Enrollment processes for Defined Contribution plans and measured the success of providers' efforts in ensuring that a participant's first exposure to their plan is positive and ends with successful enrollment. The best processes were identified and the winners are...

TIAA Tops Password Security
DALBAR WebMonitor Highlights Best Plan Participant Password Practices

The password is the first line of defense in cyber security but it is also the greatest threat to the client experience. Finding the delicate balance between protection and ease of use was the central focus of DALBAR’s 3rd Quarter WebMonitor of participant web sites. This focus was driven by the growing national concern over cyber security that now requires plan fiduciaries take an active interest in how well participants data and assets are being protected.

Top Annuity Providers Deliver Award-Winning Service in the Face of More Complex Questions

The last 20 years have seen an explosion of self-service options across the financial services landscape. Annuities are no exception, as first websites, and later mobile apps, have empowered customers with information and the ability to transact on their own. This trend has had major implications for the contact centers supporting annuity products.

2017 is a Year of Firsts for Dalbar's Insurance Service Award

For the last 15 years, DALBAR has been monitoring and benchmarking the quality of service policyholders receive when calling their life, long-term care, and disability insurance providers. Each year DALBAR recognizes those firms which consistently deliver a superior standard of care to their customers with the Insurance Service Award. The 2017 Insurance Service Award winners are...

Telephone Service Matters to Financial Advisors Here's Who Does it Best

Even with all of the modern tools at their disposal, financial advisors rely on the contact centers of the financial service providers they work with to transact business and resolve complex issues.

Top Mutual Fund Contact Centers Maintain Exceptional Service While Adapting to the Fiduciary Rule

In 2017, the Department of Labor’s Fiduciary Rule created new pressures for mutual fund contact centers by redefining what constitutes a fiduciary act more broadly. Today, a casual answer to an investor’s question may be considered fiduciary advice, with all the responsibility that comes with it. Representatives are now required to walk an even finer line between education and advice, the details of which remain vague. It is in this context that DALBAR is pleased to announce the winners of the 2017 Mutual Fund Service Award.

ABG Retirement Plan Services Earns DALBAR’s Seal of Communications Excellence Again

(Boston, MA August 23, 2017) DALBAR, Inc. announced today that ABG Retirement Plan Services (ABGIL) has been awarded the DALBAR Seal of Excellence for Communications through an evaluation of ABG’s plan participant website.

DALBAR Announces June 9 Readiness Test and Online Video Training

The first phase of the DoL Fiduciary Rule takes effect on June 9th, 2017 and financial advisors can check if they are ready with DALBAR''s free online test (http://training.dalbar.com/).

The test can be completed in less than one minute with online video training available for advisors who need to catch up.

Warning: Now that the Fiduciary Rule is Cast in Stone Common Rollover Practices Violate Regulations

Many sales practices currently being used in the enormous IRA Rollover market are in violation of new FINRA and long standing ERISA requirements but in the absence of proper compliance procedures, the violations go undetected and uncorrected. The common violation in question is the rollover process and not the investment process.

For the most part, compliance with existing regulations regarding the rollover act itself has gone unattended while many firms cautiously await a final resolution of the DoL Fiduciary Rule (“DoL Rule”) before making any changes.

Trump Rally Leaves Average Investor Behind

Dalbar's Annual Report Examines the Roller Coaster Year of 2016

The year 2016 challenged investors’ resolve. Indices flirted with all-time highs while at the same time geopolitical events made fear an ever-present emotion investors had to manage.

Dalbar has been analyzing investor returns for over 20 years and found once again that the average investor did not realize returns that were on par with general market indices. For the 12 months ended December 30, 2016, the S&P 500 index produced an impressive annual return of 11.96%, while the average equity mutual fund investor earned only 7.26%, a gap of 4.70 percentage points. This underperformance is most attributable to January (1.74%) November (1.13%) and December (1.34%).

Dalbar ANNOUNCES ACTIVE VERSUS PASSIVE ANALYSIS

DOES PASSIVE PERFORMANCE OVERCOME INVESTOR BEHAVIOR

Dalbar Inc. announced the release of its analysis of active and passive investing and how these approaches affect the returns investors earn. Following its long tradition of looking past theoretical investment statistics, Dalbar has measured the impact these investments have on investors’ wallets.

Nationwide Earns Dalbar's Plan Participants Service Award and Recognition for Excellence Awards

Dalbar recognizes Nationwide for its outstanding service to retirement plans. Nationwide has earned four separate Dalbar awards recognizing the level of service being provided to its retirement plan partners, clients and participants in both telephone and email interactions.

Putnam Investments Earns Dalbar's Total Client Experience Award for the 6th Consecutive Year

Dalbar announced that Putnam Investments has received its 2016 Total Client Experience Award today. Putnam Investments has earned the prestigious award recognizing their commitment to providing a superior level of service when looking at all aspects of the shareholder’s telephone interactions with the company.

Dalbar's Best of the Best In Investor Statements In 2016

Dalbar has identified Merrill Lynch, BlackRock, Bank of America Merrill Lynch, Prudential, MassMutual and AIG as the #1 ranked statements in each of their respective peer groups.

Dalbar Announces the 2016 Annuity Service Award Winners

Dalbar identifies the top annuity providers when it comes to service to contract owners. AIG, AXA and Prudential stood out from the rest of the industry, earning the coveted Dalbar 2016 Annuity Service Award.  

Dalbar Announces Its 2016 Mutual Fund Service Award Winners

Dalbar identifies the mutual fund providers leading the industry when it comes to shareholder service

Dalbar Announces the Winners of the 2016 Financial Intermediary Service Award

Today Dalbar announced the winners of the 2016 Financial Intermediary Service Award. 

Dalbar Announces Its 2016 Insurance Service Award Winner

(Boston, MA. December 8, 2016) Today Dalbar announced the winner of its annual Insurance Service Award. For the second consecutive year The Guardian Life Insurance Company of America’s (Guardian) Individual Disability Income Insurance topped the insurance contact center rankings and earned the Insurance Service Award. Guardian was the only insurance provider to earn this distinction for 2016.

JPMorgan Funds Tops Dalbar’s 2016 Sales Desk Rankings

Dalbar announced the winner of their Excellence in Sales Support Award today. JPMorgan Funds once again topped the sales desk rankings, earning the Excellence in Sales Support Award for the sixteenth consecutive year

LPL Financial Service Teams Earn Dalbar’s Recognition for Excellence Award

Dalbar announced today that LPL Financial has earned Recognition for Excellence Awards for the level of service provided by its Worksite Financial Solutions and Investor Solutions call center support teams.

DoL Fiduciary Rule Requires Reasonable Compensation Supreme Court Says What Reasonable Is

The Best Interest Contract Exemption forces advisers with IRAs or retirement plans to divest all unreasonable compensation. But what exactly is reasonable? 

Dalbar Offers Template to Create BICE Budget Identifies 13 Impact Areas

Firms have already spent millions in preparation for the April 10, 2017 date of the Best Interest Contract Exemption (“BICE”) of the DoL’s Fiduciary Rule. 

What Do Investors Want…R-E-S-P-E-C-T Dalbar Finds JP Morgan, Prudential & Guardian Deliver

(Boston, MA. July 26, 2016) According to a recent Dalbar Study on meeting the needs of wealthy investors, the things that really have a negative impact on their overall customer service experience, and make them consider moving their money, is when a representative “does not listen, is disinterested and rushes me off the phone.”

Accuracy is Everything when it comes to Service Dalbar Announces Top 3 Mutual Fund, Insurance & Annuity Service Providers

According to the recently released Dalbar study “Meeting the Needs of High Net Worth Investors”, what matters most to wealthy investors when calling a financial services firm is:

Better Investment Recommendations equals Greater Returns? Dalbar Annual Report of Investor Returns Says Not So

The argument has been made that regulating the practice of acting in an investor’s best interest will equate to greater returns as investors’ will receive better investment recommendations.  

Death by Benchmarking (Compensation) Dalbar Introduces Profit-Based Pricing Model Calculator to Avoid Fee Compression

As part of the Best Interest Contract Exemption (BICE), advisors are prohibited from making recommendations that will cause compensation for their services that is in excess of reasonable compensation. 

DOL Fiduciary Rule is the new sheriff in town Dalbar introduces solutions to new law of the land

The Fiduciary Rule is now the “Law of the Land” and financial services institutions and professionals must choose a future course of business.

Dalbar Study Finds Investors Walk If Service Not Up To Snuff

Dalbar recently released its study, Meeting the Needs of the High Net Worth Investor, which examined what is most important to wealthy investors when they call, email or visit the websites of the financial services firms they choose to do business with.

AIG and Voya Simply the Best Dalbar Announces Best Performers across Contact Centers, Statements & Websites

Dalbar, Inc. announced the Top 5 Quality Rankings across the three most important customer touchpoints of financial services companies: Contact Centers, Statements and Websites, based on 2015 year end data.

Dalbar Announces Best Statements of 2015 BlackRock, Bank of America Merrill Lynch and Merrill Lynch Wealth Management Come Out on Top

Dalbar, Inc. released its 18th annual Trends and Best Practices in Investor Statements report which evaluates the statement’s ability to address the needs of both investors and financial advisors. 

Putnam Investments Earns Dalbar Total Client Experience Award

Dalbar announced today the 2015 winner of its Total Client Experience Award. For the fifth consecutive year, Putnam Investments was the only firm to emerge as a leader in the combination of quality, accuracy, and security of customer service provided to investors.

Nationwide earns 2015 Dalbar Recognition for Excellence Awards & Plan Participant Service Award

Dalbar, Inc. announced today that Nationwide’s institutional commitment to a superior standard of care earned it four Dalbar awards.

Ready or Not: Here Comes BICE Dalbar Announces Tools & Training

The long disputed regulation of advice to IRA and ERISA plans appears to be ending and the requirements are likely to be put into effect within months.

Dalbar Announces Its 2015 Insurance Service Award Winners

Today Dalbar released the 2015 winners of its annual Insurance Service Award. Guardian and Genworth emerged as customer service leaders and ranked #1 and #2 respectively in 2015. 

Dalbar Announces Its 2015 Annuity Service Award Winners

Today DALBAR released the 2015 winners of its annual Annuity Service Award. AIG Variable Annuities, AXA, Genworth, New York Life, and Prudential Financial emerged as the customer service leaders in 2015. 

Dalbar Announces Its 2015 Financial Intermediary Service Award Winners

Today Dalbar released the 2015 winners of its annual Financial Intermediary Service Award.  BlackRock, Deutsche Asset & Wealth Management, Goldman Sachs, and Pacific Life emerged as service leaders in 2015. 

JPMorgan Ranks #1 and earns Dalbar 2015 Award for Excellence in Sales Support

Today Dalbar announced the winner of its annual award for excellence in sales support. JPMorgan Funds ranked first in the financial services industry for providing a consistently high level of sales support throughout 2015 and, as a result, earned the Dalbar Award for Excellence in Sales Support.

Dalbar Announces Its 2015 Mutual Fund Service Award Winners

Today Dalbar released the 2015 winners of its annual Mutual Fund Service Award. BlackRock, Deutsche Asset & Wealth Management, JPMorgan Funds, MainStay Investments, Primerica, Putnam Investments and Voya emerged as the superior service providers in customer service in 2015. 

Dalbar finds American Century, Edward Jones, Putnam and Wells Fargo put tax resources at their clients’ fingertips

 DALBAR, Inc. announced the release of its Trends and Best Practices in Tax Reporting . This report recognized those brokerage, mutual fund and annuity firms who emphasize tax resources by making them easy to find and easy to use.  

BNY Mellon earns Dalbar Recognition for Excellence Award for the call center service they provide for Pacific Funds, Tweedy, Browne Fund Inc., and Voya Financial

Dalbar, Inc. announced today that BNY Mellon earned Recognition for Excellence for the exceptional customer service they provide as the transfer agent for Pacific Funds, Tweedy, Browne Fund Inc. and Voya Financial Mutual Funds & 529 Plans.

Dalbar: DoL Proposal May Undermine Retirement Saving

Dalbar submitted its response to the Department of Labor (“DoL”) regarding its regulatory proposal, Definition of the Term ‘Fiduciary’; Conflict of Interest Rule--Retirement Investment Advice” (“COI Proposal”). The response contained the findings of an analysis of the effect the proposal is likely to have on investors/participants and on the employers who offer retirement plans.

Dalbar PINPOINTS INVESTOR PAIN ANNUAL REPORT OF INVESTOR RETURNS SHOWS WHEN BIGGEST GAPS OCCURRED

In 30 years of monthly investor returns, Dalbar found that equity investors underperformed the S&P 500 to the greatest extent in October, 2008. In this month, equity investors lost 24.21% compared to an S&P loss of 16.80% for a net underperformance of 7.41 percentage points.

E*Trade, Fidelity Investments and JP Morgan Harness the Power of the Human Voice

Dalbar, Inc. announced today the release of its evaluation of financial services firms mobile apps, which included an in-depth study and review of 45 applications. 

Dalbar Study Finds American Funds, Putnam and Voya are Pioneers in Professional Mobile Support

Dalbar, Inc. announced today the release of its evaluation of financial services firms’ financial advisor web sites. This evaluation included an in-depth study and review of 39 Web sites.

Nationwide earns 2014 Dalbar Recognition for Excellence Award

(Boston, MA. January 22, 2014) Dalbar, Inc. announced today that Nationwide was the only Retirement Plan Provider to earn Recognition for Excellence for their exceptional quality of email correspondence with Retirement Plan Sponsors and Third Party Administrators. The Dalbar Recognition for Excellence is only awarded to those firms that exceed stringent standards for communication.

Putnam Investments Earns Dalbar Total Client Experience Award

Dalbar announced today the 2014 winner of its Total Client Experience Award. For the fourth consecutive year, Putnam Investments was the only firm to emerge as a leader in the combination of quality, accuracy, and security of customer service provided to investors.

Dalbar Announces Best Investor Statements of 2014 AIG, BlackRock, Edward Jones, MassMutual, Merrill Lynch, & Prudential come out on top

Dalbar, Inc. released its 17th annual Trends and Best Practices in Investor Statements report which evaluates the statement’s ability to address the needs of both investors and financial advisors. The firms ranked #1 include: AIG for annuities, BlackRock for mutual funds, Edward Jones for brokerage, MassMutual for defined benefit, Merrill Lynch for defined contribution, and Prudential for total retirement.

Dalbar Announces Its 2014 Financial Intermediary Service Award Winners

Today Dalbar released the 2014 winners of its annual Financial Intermediary Service Award. The following firms emerged as award winners and service leaders in 2014 (in alphabetical order): BlackRock, Deutsch Asset & Wealth Management, Goldman Sachs, Lord Abbett, and Pacific Life.

JP Morgan Earns Dalbar 2014 Award for Excellence in Sales Support

Today Dalbar announced the winner of its annual award for excellence in sales support. JP Morgan Funds ranked first in the financial services industry for providing a consistently high level of sales support throughout 2014, thus earning the Dalbar Award for Excellence in Sales Support.

Genworth Earns Dalbar Life & Long Term Care Insurance Service Awards

Dalbar announced today the 2014 winners of its annual Life & Long Term Care Insurance Service Awards. Genworth ranked first for the high quality of service in long term care and third for the quality of service provided to life insurance policyholders. With this industry leading service, Genworth has earned both the Dalbar Long Term Care and Life Insurance Service Awards in 2014.

Dalbar Announces Its 2014 Mutual Fund Service Award Winners

(Boston, MA. December 10, 2014) Today Dalbar released the 2014 winners of its annual Mutual Fund Service Award. BlackRock, Deutsche Asset & Wealth Management, JPMorgan Funds, Lord Abbett, MainStay Investments, Primerica, and Putnam Investments emerged as the premier service providers in customer service in 2014.

Nationwide Earns Dalbar 2014 Plan Participant Service Award

Dalbar announced today the 2014 winner of its annual Plan Participant Service Award. Within the retirement plan industry, Nationwide was the only firm to emerge as a leader in customer service in 2014.

Dalbar Announces Its 2014 Annuity Service Award Winners

Today Dalbar released the 2014 winners of its annual Annuity Service Award. AIG Variable Annuities, AXA, Genworth, New York Life, Pacific Life and Prudential Financial emerged as the titans of customer service in 2014.

Dalbar Study Finds Mobile Users Prefer Apps over Sites Franklin Templeton, Merrill Lynch, Nationwide, Wells Fargo respond by “appifying” their mobile sites

Dalbar, Inc. announced today the release of its national evaluation of financial services firms mobile optimized websites. This evaluation included an in-depth study and review of a total of 46 Mobile Web sites across mutual funds, life insurance and annuity and retirement plans.

AllianceBernstein and Jackson National websites promote “Go Green” Dalbar study finds Championing Environment Resounds with Investors

Dalbar, Inc. announced today the release of its national e-Delivery benchmarks study which tracks the trends in delivering statements and other financial documents to investors electronically. The study summarizes the findings of an online survey of digital/project managers, executives, and communication specialists across financial services.

Web Sites Fail at Defending 401k Rollover Attrition Dalbar Finds Silver Lining at Voya Financial

(Boston, MA September 15, 2014) Dalbar, Inc. announced today the release of its evaluation of financial services firms' retirement plan web sites. This evaluation included an in-depth study and review of 48 web sites.

Dalbar Study Highlights Financial Services Titans of Mobile Apps Bank of America, State Farm, TIAA-CREF, VALIC & Vanguard create new and different ways to meet customer needs

Dalbar, Inc. announced today the release of its second quarter evaluation of financial services firms mobile apps. This evaluation included an in-depth study and review of 45 applications.

Dalbar Survey Finds Investors Want the Answer to “How Did MY Account Do?”

(Boston, MA. July 16, 2014) Dalbar, Inc. announced today the release of its national study of what investors find important and want to see most on the statement they receive from their financial services company.

Dalbar and Target Date Analytics Call for Five Point Risk Indicators

(June 9, 2014, Boston, MA) Dalbar, Inc. and Target Date Analytics LLC (Dalbar/TDA) have jointly filed a comprehensive response to the Securities and Exchange Commission (SEC) request for comments on Target Date Fund Name Marketing.

The Newport Group and Principal Financial Web Sites make “How am I Doing?” Center Stage for Investors according to the Dalbar Retirement Plan Web Site Leadership Report

Showing employees where they stand on the journey to retirement should be the overriding focus of every retirement plan participant web site. Unfortunately, this central theme is often relegated to some obscure location, tucked away behind the curtain of security. Operational tools, disclosures, fear of making misleading statements, arcane language and decision making tools have pushed the key question, “How Am I Doing?” off the center stage.

Ameriprise, Prudential, John Hancock & New York Life are Dalbar All-Stars in the World of Social Media

(Boston, MA. May 27, 2014) Dalbar, Inc. announced the release of its first-ever social media rankings of financial services firms. Dalbar explored what it takes to be successful in engaging social media crowds by taking an in-depth look at the social media pages of sixty financial services firms.

American Century, Nationwide Retirement Solutions and USAA earn Dalbar Kudos for Having Mobile Optimized Websites

(Boston, MA. May 19, 2014) Dalbar, Inc. announced today the release of its first-ever national evaluation of financial services firms mobile optimized websites. This evaluation included an in-depth study and review of a total of 44 Mobile Web sites.

Health Insurers need to put the “Explanation” back in EOB

(Boston, MA. April 30, 2014) Dalbar, Inc. announced today the release of the fifth annual Trends and Best Practices in Explanation of Benefit (EOB) Statements report. This report evaluates the effectiveness of EOBs in addressing the needs of the health insurance plan member.

2014 Dalbar QAIB Highlights Futility of Investor Education

(Boston, MA. April 9, 2014) Dalbar’s annual Quantitative Analysis of Investor Behavior (QAIB) celebrates its twentieth edition of measuring the shortfall in retail investor real returns. Each year, the QAIB report monitors the gap between leading indicators of investment performance and what mutual fund investors actually earn. The report has focused on the fact that in addition to availability and need for cash, the major cause of the shortfall has been withdrawing from investments at low points and buying at market highs.

Waddell & Reed earns Dalbar Recognition for Excellence Award

(Boston, MA. March 4, 2014) Dalbar, Inc. announced today that Waddell & Reed earned Recognition for Excellence for its exceptional customer service provided to investors and financial advisors. This is the fourth consecutive year that Waddell & Reed has achieved this level of excellence in serving the needs of both investors and financial professionals.

New York Life Retirement Plan Services Earns Dalbar Mobile Seal of Excellence for its MYLIFENOW App

Boston, MA (January 28, 2014) – Dalbar, Inc. announced today that New York Life Retirement Plan Services (New York Life) was awarded the Dalbar Mobile Seal of Excellence for its MYLIFENOW app.  Recipients of this award demonstrate excellence in multiple evaluation areas and provide an offering that effectively fulfills a need and proves itself worthy of recurring visits.

Putnam Investments Earns Dalbar Total Client Experience Award

(Boston, MA. January 16, 2014) Dalbar announced today the 2013 winner of its Total Client Experience Award. For the third consecutive year, Putnam Investments was the only firm to emerge as a leader in the combination of quality, accuracy, and security of customer service provided to investors.

Dalbar Announces the 2013 Investor Statement Champions

(Boston, MA. January 9, 2014) Dalbar, Inc. released its 16th annual Trends and Best Practices in Investor Statements report which evaluates the statement’s ability to address the needs of both investors and financial advisors. The firms ranked #1 include: BlackRock for mutual funds, Mass Mutual for defined benefit, Merrill Lynch for defined contribution, Pershing for brokerage, Prudential for total retirement, and SunAmerica for annuities.

Dalbar Announces Its 2013 Financial Intermediary Service Award Winners

(Boston, MA. December 18, 2013) Today Dalbar released the 2013 winners of its annual Financial Intermediary Service Award. The following firms emerged as service leaders in 2013 (in alphabetical order): Allianz Life Insurance Company, BlackRock, Deutsche Asset & Wealth Management, Goldman Sachs, Lord Abbett, and Pacific Life.

Dalbar Announces the Winners of Its 2013 Award for Excellence in Sales Support in Financial Services

(Boston, MA. December 11, 2013) Today Dalbar released the 2013 winners of its annual award for excellence in sales support. For the third consecutive year, Allianz Life Insurance Company of North America and JPMorgan Funds emerged as the leaders in sales support in 2013.

Genworth Earns Dalbar Life & Long Term Care Insurance Service Awards for 2013

(Boston, MA. December 10, 2013) Dalbar announced today the 2013 winners of its annual Life & Long Term Care Insurance Service Awards. Genworth was the only firm in the life insurance or long term care insurance industry to emerge as a leader in customer service for 2013.

Dalbar Announces Its 2013 Mutual Fund Service Award Winners in Financial Services

(Boston, MA. December 5, 2013) Today Dalbar released the 2013 winners of its annual Mutual Fund Service Award. BlackRock, Deutsche Asset & Wealth Management, JPMorgan Funds, Lord Abbett, MainStay Investments, Primerica, and Putnam Investments emerged as the leaders in customer service in 2013.

Dalbar Announces Its 2013 Annuity Service Award Winners in Financial Services

(Boston, MA. December 4, 2013) Today Dalbar released the 2013 winners of its annual Annuity Service Award. AXA Equitable Equi-Vest, Genworth, New York Life Insurance TPD Services, New York Life Insurance Variable Products Service Center, Pacific Life, Prudential Financial and SunAmerica Retirement Income Solutions emerged as the leaders in customer service in 2013.

Dalbar Announces the Trailblazers in the Mobile Economy

(Boston, MA. November 21, 2013) Dalbar, Inc. announced today the release of its first-ever international evaluation of financial services firms mobile apps. This evaluation included an in-depth study and review of a total of 45 applications.

Pershing earns 2013 Dalbar Recognition for Excellence Award

(Boston, MA. August 5, 2013) Dalbar, Inc. announced today that Pershing earned Recognition for Excellence for providing exceptional call center service to back offices within financial services organizations.

North American Professional Liability Insurance Agency, LLC (NAPLIA) Announces Strategic Alliance With Dalbar, Inc.

FRAMINGHAM, Mass. (July 31, 2013) -- Dalbar, Inc. and North American Professional Liability Insurance Agency, LLC (NAPLIA) have formed a strategic alliance offering Dalbar 3(38) Certification and reduced costs on professional liability insurance.

More is Better with Humana, Aetna, and Blue Cross Blue Shield of Michigan; Dalbar releases report on Explanation of Benefit Statements

Dalbar, Inc. announced today the release of the fourth annual Trends and Best Practices in Explanation of Benefit (EOB) Statements report. This report evaluates the effectiveness of EOBs in addressing the needs of the health insurance plan member.

Dalbar Introduces Asset Allocator Ratings as Antidote for Investor Behavior

Dalbar released its annual study on investor returns that reports on what individual investors earn from their mutual funds. As in previous years, the 2013 Quantitative Analysis of Investor Behavior (QAIB) study shows the gap between what investors earned over various time periods up to 20 years and the most popular investment indices.

Waddell & Reed earns Dalbar Recognition for Excellence Award

Dalbar, Inc. announced today that Waddell & Reed earned Recognition for Excellence for its exceptional customer service provided to investors and financial advisors. This is the third consecutive year that Waddell & Reed has achieved this level of excellence in serving the needs of both investors and financial professionals.

Dalbar releases reports on Investor Statements - Client Statements Still Fall Short Across All Industries In Answering the Question”What am I Paying?”

Dalbar, Inc. announced the release of its 15th annual Trends and Best Practices in Investor Statements reports for Brokerage, Mutual Funds, Annuities and Retirement Plans. These reports evaluate the statement’s ability to address the needs of both the investor and the financial professional.

Putnam Investments Earns Dalbar Total Client Experience Award

DALBAR announced today the 2012 winner of its Total Client Experience Award. For the second consecutive year, Putnam Investments was the only firm to emerge as a leader in the combination of quality, accuracy, and security of customer service provided to investors.

Dalbar Announces Its 2012 Financial Intermediary Service Award Winners

Today Dalbar released the 2012 winners of its annual Financial Intermediary Service Award. Allianz Life Insurance Company, BlackRock, DWS Investments, Goldman Sachs, John Hancock Annuities, Lord Abbett, and Pacific Life emerged as service leaders in 2012.

Dalbar Announces the Winners of Its 2012 Award For Excellence in Sales Support in Financial Services

Today DALBAR released the 2012 winners of its annual award for excellence in sales support. For the second consecutive year, Allianz Life Insurance Company of North America and JP Morgan Funds emerged as the leaders in sales support in 2012.

Pacific Life Earns Dalbar Financial Intermediary Premier Service Award

Dalbar announced today the 2012 winners of its annual Financial Intermediary Premier Service Award. Pacific Life is the only firm to achieve excellence in the premier service provided to financial professionals in 2012.

Genworth Earns Dalbar Life Insurance Service Award

Dalbar announced today the 2012 winners of its annual Life Insurance Service Award. For the second consecutive year, Genworth was the only firm in the life insurance industry to emerge as a leader in customer service in 2012.

Dalbar Issues Excellence Award to Cigna for Health Care Innovation

Global health service company Cigna (NYSE: CI) is the first health plan to be awarded the Dalbar Recognition for Excellence for 2012. Dalbar issued the excellence award to recognize Cigna's My Personal Champion® program that offers specialized support for customers with serious illnesses.

Dalbar Announces Its 2012 Mutual Fund Service Award Winners in Financial Services

Today DALBAR released the 2012 winners of its annual Mutual Fund Service Award. BlackRock, DWS Investments, JPMorgan Funds, Lord Abbett, Mainstay Investments, Primerica, Putnam Investments and Transamerica Funds emerged as the leaders in customer service in 2012.

2012 Annuity Service Award Winners

Today DALBAR released the 2012 winners of its annual Annuity Service Award. AXA Equitable-Equivest, Genworth, New York Life, Pacific Life, Prudential Financial and SunAmerica Annuity and Life Assurance Company emerged as the leaders in customer service in 2012.

Dalbar Announces Online Fiduciary Risk Estimator: New Tool Calculates Financial Exposure to 408(b)(2) ERISA Fee Disclosure Compliance

Dalbar announces the introduction of its new online tool that estimates the likelihood of a regulatory examination and the penalty associated with an excessive fee finding from such an examination.

Ultimate 3(38) to Focus on Upgrading ERISA Fiduciary Status

An important consequence of ERISA fee disclosure regulations is the visibility of fiduciaries who will be required to declare their status in writing after July 1, 2012.

2012 Explanation of Benefits Statements

Dalbar, Inc. announced today the release of the third annual Trends and Best Practices in Explanation of Benefit (EOB) Statements report. This report evaluates the effectiveness of EOBs in addressing the needs of the health insurance plan member.

2012 QAIB Press Release

While the volatility of the 2011 markets ended with large gains for bond holders and a small profit for equities, the mutual fund investor did not fare as well.

2012 Trends and Best Practices in Investor Statements

Dalbar, Inc. announced today the release of its 14th annual Trends and Best Practices in Investor Statements reports for Brokerage, Mutual Funds, Annuities and Retirement Plans. These reports evaluate the statement’s ability to address the needs of both the investor and the financial professional.

Fee Disclosure Certification

Forthcoming fee disclosures for all ERISA plans will challenge service providers to demonstrate the value of their services in financial terms and challenge plan sponsors to demonstrate that the services are worth the money. These challenges could be highly disruptive for the service providers and plan sponsors who fail the challenge

2011 Total Client Service Experience Award

DALBAR announced today the 2011 winner of its Total Client Experience Award. Putnam Investments was the first firm to emerge as a leader in the combination of quality, security and accuracy of customer service provided to investors.

2011 Financial Intermediary Premier Service Award Winners

Dalbar announced today the 2011 winners of its annual Financial Intermediary Premier Service Award. Pacific Life was the only firm to emerge as a leader in the premier service provided to financial professionals in 2011.

2011 Financial Intermediary Service Award Winners

Today Dalbar released the 2011 winners of its annual Financial Intermediary Service Award.  Allianz Life Insurance Company, Allstate Life Insurance Company, BlackRock, DWS Investments, Genworth, Goldman Sachs, John Hancock Annuities, Lord Abbett and Pacific Life emerged as service leaders in 2011.

2011 Sales Desk Support Award Winner

Today Dalbar released the 2011 winners of its annual award for excellence in sales support. Allianz Life Insurance Company of North America and JP Morgan Funds emerged as the leaders in sales support in 2011.

2011 Retirement Plan Service Award Winner

Dalbar announced today the 2011 winners of its annual Retirement Plan Service Award. Prudential Retirement was the only firm in the retirement plan industry to emerge as a leader in customer service in 2011.

2011 Life Insurance Service Award Winner

Dalbar announced today the 2011 winners of its annual Life Insurance Service Award. Genworth Financial was the only firm in the life insurance industry to emerge as a leader in customer service in 2011.

2011 Mutual Fund Service Award Winners

Dalbar released the 2011 winners of its annual Mutual Fund Service Award. BlackRock, DWS Investments, JPMorgan Funds, Lord Abbett, Mainstay Investments, Primerica, Putnam Investments and Transamerica Funds emerged as the leaders in customer service in 2011.

2011 Annuity Service Award Winners

Dalbar released the 2011 winners of its annual Annuity
Service Award. AXA Equitable-Equivest, New York Life, Pacific Life, Prudential Financial and
SunAmerica Annuity and Life Assurance Company emerged as the leaders in customer service in 2011.

InvestEdge Earns Dalbar Seal of Excellence

Dalbar, Inc. announced today that InvestEdge, Inc. was awarded the Dalbar Seal of Excellence for Communications on its Client Performance Reporting Documents. The Dalbar Seal is the recognition awarded to financial service communications that display excellence in meeting the needs of their customers.

Dalbar Announces RF™ Curriculum for IRA Advisers

Dalbar’s Registered Fiduciary (“RF™”) program has been upgraded with the addition of the RF™ for IRA that qualifies advisers to meet the requirements of the final regulations on investment advice. These regulations require that investment advice given to any IRA investor or 401(k) participant must meet new fiduciary requirements by December 27, 2011.

Thomas Chipain Earns 2011 Dalbar Certified ERISA 3(38) Adviser Award

Thomas Chipain of MÊTIS Investment Strategies has been certified by Dalbar, Inc. to be qualified assume the responsibility of as ERISA 3(38) Adviser. This certification grants Thomas Chipain the rights to use the designation of Dalbar Certified ERISA 3(38) Adviser and to disclose the accompanying credentials to the public and in particular to plan fiduciaries who are obligated to prudently select and monitor their advisers.

MetLife Innovations in Employee Benefits Implementation Earn Dalbar Awards for Excellence

Recognizing MetLife’s achievements in Group Employee Benefits, DALBAR Inc. presented two of the company’s customer service processes with the DALBAR Recognition for Excellence Award.

Dalbar e-Delivery Benchmark Study

Dalbar, Inc.announced today the release of its national e-Delivery Benchmarks study. The e-Delivery Benchmarks report summarizes the findings of an online survey of digital product/project managers, executives, and communication specialists in the brokerage, employer-sponsored retirement plan, life insurance, mutual fund and variable annuity industry. Findings cover the prevalence of electronic delivery of quarterly statements, annual reports, prospectuses, tax documents, transaction confirmations and other client communication.

Dalbar Announces Registered Fiduciary Program for 401(k) Advisors

Dalbar, Inc. has introduced the first in the nation fiduciary designation that unmistakably identifies advisors that commit in writing to act as fiduciaries and have the skills and training to perform at that level of care. Training for the new designation is provided by a number of Qualified Training Organizations or through a self study program.

Arkansas Blue Cross and Blue Shield, Humana & Assurant Group paint a clear picture of health

Dalbar, Inc. announced today the release of the second annual Trends and Best Practices in Explanation of Benefit (EoB) Statements report. This report evaluates the effectiveness of EOBs in addressing the needs of the health insurance plan member.

Dalbar 2010 QAIB - Investors Can Manage Psyche to Capture Alpha

In spite of the recovery of the stock market, a general unease continues as sectors of the economy struggle to gain solid footing. Dalbar’s annual Qualitative Analysis of Investor Behavior (QAIB) continues to present ways to reduce destructive investor behavior.

T. Rowe Price Leads the Way with Fee Disclosure

Dalbar, Inc. announced today the release of its 13th annual Trends and Best Practices in Investor Statements for Retirement Plans. This report evaluates benefit statements ability to address the needs of participants and beneficiaries.

Dalbar and FPR.com on 408(b)(2) Delivery Service

(Boston, February 15, 2011) Ever since the release of the regulations on July 15, 2010 broker/dealers have been seeking a method to reliably capture the data required to meet the effective date of July 16, 2011 (which has now been changed to January 1, 2012). These regulations mandate that every covered plan (virtually all 401(k) and most 403(b) plans) must receive prescribed disclosures by the effective date. The problem facing many firms is how to accurately identify all covered plans and secure the required information about each one, since records are not currently maintained in a way that permits compliance.

Dalbar and T-Base open access to Healthcare's most important form of communication

Dalbar and T-Base Communications announced today that they have signed a definitive agreement; Dalbar, the leading independent expert for evaluating, auditing and rating communication, and T-Base Communications, North America's leader in ensuring important customer communications materials are inclusive, accessible, and useable by blind, deafblind and partially sighted individuals. T-Base and Dalbar will work together in launching new Accessibility Criteria that measures the effectiveness of standard Explanation of Benefit (EOB) statements, which are considered to be the most important healthcare communication... reporting on what is covered and what is not!

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