Retirement plan providers face a competitive landscape where participant expectations are shifting — and the difference between leaders and laggards isn't a matter of degree. It's a matter of evidence.

Created using proprietary data from over 15,000 U.S. customers, this report covers relationship NPS (rNPS) across the U.S. retirement industry, with journey-level diagnostics across digital experience, people and service, and the specific moments that drive participant retention, wallet expansion, and long-term loyalty.

Answer the questions your internal data can't address:

• Which journey moments drive participant satisfaction, retention, and deeper engagement — and how do you compare to named competitors?
• What's behind the gap between leaders and laggards on financial guidance and personalized advice
• Are your digital tools and contact center experience leading, pacing, or falling behind the industry?
• Which experience gaps should you address to see expanded wallet share?
• How do financial wellness resources influence loyalty among high-value participants?