SAN ANSELMO, Calif., Nov. 4, 2016 /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 907 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)* increased eight points from last year to 52. Wells Fargo Shareowner Services is highest rated for client loyalty at 62 followed by Computershare at 52. Broadridge and American Stock Transfer have a loyalty rating of 50 on the NPS scale.
For overall client satisfaction the industry average increased four points from 2015 to 91 percent favorable. Wells Fargo is highest rated at 95 percent favorable and Computershare is second at 93 percent favorable. Broadridge and AST followed at 90 and 89 percent favorable, respectively. The increase in loyalty and overall satisfaction for the industry and Computershare in particular was driven by the higher ratings of former Registrar and Transfer clients.
Annual meeting services remain the highest rated transfer agent service at 91 percent 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 percent favorable.
"The information gathered in this annual survey provides us with valuable feedback and insight that not only confirms we are providing our clients with the level of service they desire but also guides us on ways we can improve," said Todd May, head of Wells Fargo Shareowner Services. "Our team continues to strive for best-in-class service and we are pleased to see this year's loyalty measurement reflect the hard work Wells Fargo is known for."
"The feedback captured by the survey is important and we take it seriously," said Jay McHale, president of U.S. Equity Services at Computershare. "The high ratings we received demonstrate that we listen closely to clients and focus our resources on what matters most to issuers of all sizes."
Kathy Huston of Group Five pointed out, "The results of this year's study show that transfer agent services are always changing in one way or another, with some agents improving and some not. That is why we recommend regular service monitoring as a best practice in corporate governance."
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.
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.
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SOURCE Group Five