(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.
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).
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 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.
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.
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.
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.
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.
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.
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.
Today Dalbar announced the winners of the 2016 Financial Intermediary Service 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.
(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.”
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.
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, Inc. announced today that Nationwide’s institutional commitment to a superior standard of care earned it four Dalbar awards.
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.
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 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, 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.
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 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.
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.
(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.
(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.
(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.
(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.
(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.
(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.
(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.
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, 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.
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.
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 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.
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.
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.
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.
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.
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.
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!
Dalbar, Inc. announced today the release of its 13th annual Trends and Best Practices in Investor Statements report for Brokerage firms. This report evaluates the client statements ability to address the needs of both the investor and the financial professional.
The race for Dalbar’s number one ranking for advisor websites in the life insurance & annuity industry has been close for the past few quarters and today AXA Equitable has garnered the top position, edging out American General, who finished in second. Lincoln Financial, MassMutual, SunAmerica, Allstate and The Hartford join these two firms at the top of Dalbar’s Second Quarter Rankings of financial professional websites in the life insurance & annuity industry. All these firms have been awarded an “Excellent” website designation, Dalbar’s highest honor, for their online offerings.
Dalbar, Inc. announced today the release of its national study of what investors expect to see in a statement from financial services companies. Dalbar’s Investor Statement Preferences study identifies the importance of certain elements in investment and benefit statements.
Dalbar, Inc. announced today the release of its first-ever review and evaluation of statements designed to serve the needs of the nation's wealthiest investors and the advisers who work with them.
New York Life captured first place in Dalbar's Quarterly Ranking of consumer websites in the financial services industry, followed closely by AXA Equitable, Pacific Life, MassMutual and SunAmerica.
Dalbar, Inc. announced today that Transamerica Retirement Services, a marketing unit of Transamerica Financial Life Insurance Company, was awarded the Dalbar Seal of Excellence for Communications for its Defined Contribution Plan Participant and Plan Sponsor Web sites, at www.TA-Retirement.com. The Seal is awarded for outstanding communications that effectively and efficiently meet the needs of the intended audience. Dalbar conducted a series of tests on Transamerica's Web sites that established that they meet the principal objectives of the site visitors.
After rigorous testing and evaluation, Dalbar recognized the top plan participant sites in its 3rd quarter DC WebMonitor Web site ranking. Holding its status for the third straight quarter, Schwab Retirement Plan Services was identified as the #1 plan participant Web site. Its extensive level of functionality and numerous onsite support features has enabled the site to maintain its high ranking. Merrill Lynch’s ease of use and range of functionality has placed it in the #2 spot for the second straight quarter. Rounding out the top five are Principal Financial, Transamerica and Fidelity in the respective 3rd, 4th and 5th spots. The top 5 participant sites all earned Dalbar’s designation of ‘Excellent’.
In Dalbar’s most recent Life Insurance and Annuity Rankings and Trending report, New York Life and AXA Equitable earned the top two places in the consumer rankings with an “Excellent” designation in the third quarter. Finishing with a “Very Good” Dalbar designation were Pacific Life, MassMutual, TIAA-CREF, SunAmerica, Thrivent Financial, The Hartford, American General and John Hancock Annuities.
Do you believe your firm produces cutting-edge investor statements for your clients? If so, why not turn "cutting-edge" into "award-winning" and promote your firm's commitment to high-quality investor communications?
Dalbar, Inc. announced today that Securian Retirement's defined contribution plan participant Web site and statement have each been awarded the Dalbar Seal of Excellence for Communications for the seventh consecutive year. In addition, the organization's variable annuity statement (carrying the Minnesota Life brand) received the Seal of Excellence for Communications.
New York Life has managed to maintain an "Excellent" designation for 20 consecutive quarters and capture the number one place in Dalbar'S recent Life Insurance and Annuity Ranking and Trending report. AXA Equitable, finishing in second place, has also joined New York Life in receiving an Excellent rank, while firms such as MassMutual, Pacific Life, Sun America, TIAA-CREF and The Hartford earned a "Very Good" designation for consumer websites.
Dalbar announced the introduction of a new service designed to assist retirement plans with the responsibility of selecting and monitoring investments they choose for those employees who don't feel comfortable making their own investment decisions. These investments chosen for employees are qualified default investment alternatives (QDIAs). They were enacted into federal law by the Pension Protection Act of 2006 and implemented through regulations issued by the United States Department of Labor (DoL).