Corporate Issuers Rate Loyalty and Satisfaction with Transfer Agent Services

SAN ANSELMO, Calif., Nov. 7, 2017 /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 is based on the completed surveys from 908 public companies — representing over 27 million registered shareowners. The study provides the only reliable and independent forum for corporate issuers to make their opinions and priorities known to service providers.

Client loyalty for the industry, as measured by the Net Promoter Score (NPS),* declined one point from last year to 51. Computershare is highest rated for client loyalty at 55 followed by Wells Fargo at 54. Broadridge and American Stock Transfer have loyalty ratings of 53 and 44 on the NPS scale, respectively.

For overall client satisfaction, the industry average is unchanged from 2016 at 91 percent favorable. Computershare is highest rated at 94 percent favorable and Wells Fargo is second at 90 percent favorable. Broadridge and AST follow at 89 and 88 percent favorable, respectively.

Annual meeting services remain the highest rated transfer agent service at 93 percent favorable. Telephone service to shareholders and the ease of use of the shareholder website are the lowest rated transfer agent services at 71 percent favorable.

"Computershare is dedicated to delivering great service and we are happy to see our commitment to our clients and their shareholders recognized in the survey results," said Steve Rothbloom, CEO of Computershare US. "Transfer agency is at the core of our business and we will continue to invest in innovative new products and services to benefit our clients and shareholders."

"The valuable feedback we receive from our customers through this survey really supports our efforts to provide our clients with the best level of service and allows us to focus on areas where we can improve," said Todd May, head of Wells Fargo Shareowner Services.⁺ "As we are preparing to transition our business, this data is more important than ever before and we look forward to continuing striving for excellence in client satisfaction."

Mark Kopelman, CEO of Group Five, pointed out, "This year's study once again illustrates the importance of service to both issuers and shareholders and the critical role that technology plays in delivering that service."

Group Five is a consulting and corporate services research firm. The firm is best known for its consulting and research expertise in shareholder 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.

⁺ On July 12, 2017, Wells Fargo Shareowner Services entered into a purchase agreement with Equiniti, a UK-based technology and service provider.

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

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