Corporate Issuers Rate Loyalty and Satisfaction with Transfer Agent Services

Corporate issuers rate their transfer agents - Wells Fargo Shareowner Services and Computershare are highest rated in client loyalty and overall satisfaction

News provided by

Group Five

Oct 07, 2014, 12:05 ET

SAN ANSELMO, Calif., Oct. 7, 2014 /PRNewswire/ -- Group Five, a corporate services research company, today announced the results of its annual study of corporate opinions of services provided by transfer agents. The annual study, which has been measuring client opinions for 24 years, is based on the completed surveys from 907 corporations — representing over 28 million registered shareowners. The study provides the only reliable and independent forum for corporate clients to make their opinions and priorities known to service providers.

Client loyalty for the industry as measured by the Net Promoter Score (NPS)* is 50. Wells Fargo Shareowner Services is highest rated for client loyalty at 65 followed by Computershare at 52. Broadridge and American Stock Transfer both have a loyalty rating of 38 on the NPS scale.

Overall client satisfaction with transfer agent services increased four points from last year to 91% favorable. Annual meeting services remain the highest rated transfer agent service at 94% favorable. Telephone service to shareholders continues to be the lowest rated transfer agent service at 82% favorable.

"It is an honor to be recognized again this year by our clients for delivering outstanding service," said Todd May, head of Wells Fargo Shareowner Services. "Providing quality service and effectively managing risk to protect our clients and shareholders is at the center of all we do. With the strength of the Wells Fargo platform, driven by our team members, we'll continue to deepen our relationships and support our clients' needs."

"At Computershare, we listen closely to our clients and their shareholders in order to deliver the highest quality products and services," said Jay McHale, President of Computershare U.S. Equity Services. "The high ratings and positive feedback validate that our responsive client service and innovative products continue to lead the industry."

Jack Sunday of Group Five pointed out, "The study once again points out that like many businesses, transfer agent services are, at the end of the day, a people business and account support continues to be critical in achieving client satisfaction and loyalty. Top quality service to both the corporate issuer and its shareholders is key."

Group Five is a consulting and market research firm. The firm is best known for its consulting and research expertise in shareholder services and stock plan administration services.

* NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Fred Reichheld, Satmetrix, and Bain & Company. Net Promoter Scores range from -100 to +100 based upon the percent of promoter and detractor scores.

No advertising or other promotional use can be made of the information in this release or Group Five survey results without the express prior written consent of Group Five.

SOURCE Group Five