Benefits Administration Services, LLC -

2006 Client Satisfaction Survey Results

Key Performance Indicator Comparator

Looking at Benefits Administration Services, LLC (BAS) average scores by category in relation to benchmark results:

Category	BAS Average	Benchmark Average	Variance	Quartile
1. Understanding	4.54	4.31	.23	75-100%
2. Business Relationship	4.71	4.45	.26	75-100%
3. Technical Knowledge	4.56	4.36	.20	75-100%
4. Range of Services	4.44	4.23	.22	75-100%
5. Implementation of Solutions	4.51	4.20	.31	75-100%
6. Professionalism of Business Practice	4.67	4.40	.26	75-100%
7. Standard of Support Staff	4.72	4.42	.31	75-100%
8. Review Process	4.29	3.96	.33	75-100%
9. Communication	4.39	4.03	.36	75-100%
Total	4.54	4.22	.31	75-100%

National benchmark average score is 4.22. Benefits Administration Services average score across all categories was 4.54 with clients scoring us most highly for 7. Standard of Support Staff (average score of 4.72). Conversely, 8. Review Process received the lowest average score from clients with an average of 4.29.

For reference, following are the questions for each Key Performance Indicator (KPI) asked in the survey:

KPI	Survey Questions
1. Understanding	How well do you believe your Third Party Administrator (TPA) understands your company’s retirement plan needs?
2. Business Relationship	How comfortable do you feel talking about your company’s retirement plan needs with your TPA? What is the level of trust between yourself and your TPA?
3. Technical Knowledge	What level of technical knowledge do you believe your TPA has in relation to your company’s retirement plan needs? This includes the knowledge contained within the firm, and its network of associates.
4. Range of Services	How well do you think the range of products and services your TPA offers matches your retirement plan needs?
5. Implementation of Solutions	How well do you believe your TPA has followed through and implemented solutions to your company’s retirement plan needs? This may include the time taken to implement a solution, the process that was followed, and whether you received what you expected.
6. Professionalism of Business Practice	How do you rate the overall professionalism of the firm? This may include image, brand, website, office premises, location etc
7. Standard of Support Staff	How do you rate the standard of the support/administration staff in terms of timeliness of response, professionalism, dependability and courteousness
8. Review Process	How well does your TPA keep up to date with your changing retirement plan needs? Do they regularly review your changing retirement plan needs?
9. Communication	What is the standard of communication you receive from your TPA regarding relevance, quality and frequency of communication (including letters newsletters, emails, telephone, calls, seminars, website) etc?

General Client Comments:

The following notes were written by your clients in the ‘General Comments" area of the survey.

Technical knowledge seems to be outstanding. Not much contact is necessary which means they are doing their job. That frees up the client to focus on business.

My experience with BAS has been a 5+. I do not have to worry about any of my reports being late. I get calls for seminars on what is coming up and follow up calls as well. I could not ask for an easier solution to something that could be very complicated. Rita Croft has been a lifesaver for me. Thanks to all!

BAS is the best retirement plan TPA I’ve ever worked with. The staff are extremely knowledgeable and responsive to any issue that arises.

I have been extremely pleased. We are completing our 2nd year with TPA and they have made it a very pleasant transition and have been extremely helpful.

We have only been working with this TPA for 18 months, so some of the questions that presuppose a longer-term relationship (#5, 8, 9) are as relevant to us.

We have had several TPA’s in the past. None can even be compared to BAS. They make my job so easy and they seem to enjoy helping us, which means a lot.

They are always available when questions arise. Have been helpful during transition from previous plan. Overall opinion is extremely high and pleased with them.

The only interaction that we have had with our TPA is transferring our old plan to the new and setup of the new plan. So far everything has gone exceedingly well.

Professional, experienced, attentive to our needs.

Customer Service!

Excellent company in all facets’.

The knowledge of the staff is very strong. The staff are friendly and professional and they take time to explain things in an easy to understand manner.

My contact person is Rita Croft. She provides excellent support and assistance to me and our company.

I have selected ‘excellent’ on all occasions. These answers are exactly how I feel.

I am very satisfied with the level of service that I receive.

Rita goes above and beyond and always a pleasure to work with for last four years.