SAN ANSELMO, Calif., Nov. 6, 2015 /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 25 years, is based on the completed surveys from 866 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)* decreased six points from last year to 44. Wells Fargo Shareowner Services is highest rated for client loyalty at 71 followed by Computershare at 40. American Stock Transfer has a loyalty rating of 38 on the NPS scale.
For overall client satisfaction the industry average declined four points from 2014 to 87% favorable. Wells Fargo is highest rated at 94% favorable and Computershare is second at 88% favorable. AST followed at 84% favorable. The decline in loyalty and overall satisfaction for the industry and Computershare in particular was driven by the neutral ratings of former Registrar and Transfer clients acquired by Computershare.
Annual meeting services remain the highest rated transfer agent service at 91% favorable. Account support's ability to keep clients updated on best practices and industry changes continues to be the lowest rated transfer agent service at 63% favorable.
"Our commitment to the industry is strong and our clients can count on us to effectively manage risk, protect them and their shareholders and provide stability," said Todd May, head of Wells Fargo Shareowner Services. "We are pleased to once again see our loyalty measurement and overall client satisfaction reflecting the hard work and dedication Wells Fargo is known for."
"We appreciate the client feedback and insight this survey provides us every year," said Jay McHale, President of U.S. Equity Services for Computershare. "We're proud that our clients consider us among the top providers in the industry, and we're looking forward to bringing our new group of clients joining us from Registrar and Transfer Company the benefit of our knowledge and expertise."
Kathy Huston of Group Five pointed out, "The results of this year's study show that account support and service to the issuers themselves is the main differentiator between loyal clients and others. Of course, service to shareholders is fundamental to client loyalty regardless of account support."
Group Five is a consulting and corporate services 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