Satisfaction and Loyalty Remain High Among Retirement Plan Clients of The Principal

  Satisfaction and Loyalty Remain High Among Retirement Plan Clients of The

   Customer service drives "Best in Class" marks in Chatham Partners survey

Business Wire

DES MOINES, Iowa -- April 1, 2013

Retirement plan clients give the Principal Financial Group^® high marks for
satisfaction and loyalty once again. Strong scores in client service drove the
rankings in the 2012 Chatham Partners Client Satisfaction Survey of
medium-to-large defined benefit and defined contribution plans^1. In a similar
survey, clients with smaller retirement plans also gave The Principal^® high

“The extremely positive results prove clients of The Principal hold it in high
regard and the client service culture at The Principal is far above that of
Chatham benchmark competitors,” said Joshua Dietch, Managing Director of
Chatham Partners.

Overall satisfaction with The Principal continues to be strong, with 98
percent of clients with medium-to-large retirement plans saying they plan to
maintain or increase their relationship with The Principal^®. Satisfaction
specifically with personnel earned The Principal several “Best in Class”
scores^2 for attributes including knowledge of my plan, proactive approach and
problem resolution.

According to the survey, The Principal also exceeded Chatham Partners
benchmark by at least 10 percentage points in the following key areas:

  *Informing me of regulatory changes
  *Informing me of my fiduciary responsibility
  *Reducing my administrative burden
  *Understanding fees

Small plans rate high
Clients with smaller ^3 retirement plans also gave The Principal high scores.
In a similar survey conducted by the retirement market research team at The
Principal, the company received a 93 percent or higher score in multiple
areas, including:

  *Overall satisfaction with plan sponsor services
  *Overall satisfaction with the client service team
  *Timeliness of answering calls and responding to email communication

Transition satisfaction
New clients, who recently transitioned their retirement plans to The
Principal, also provide high marks. Across all plan sizes, satisfaction with
the coordination/management of client conversion was 92 percent^4.

“We constantly strive to improve on how we’re delivering our products and
services, but it’s really our people that keep us at the top when it comes to
loyalty and satisfaction among our clients,” said Greg Burrows, senior vice
president of retirement and investor services at The Principal. “We have a
long history of keeping our clients informed about regulatory changes and the
past couple of years we put a significant effort behind helping them
understand the new disclosure regulations. It’s encouraging to see these
efforts are reaching our clients in a positive way.”

For more news and insights from The Principal, connect with us on Twitter at

About Chatham Partners
Chatham Partners provides customized market research and strategy consulting
services that help businesses understand the explicit, implicit and latent
needs of clients and prospects. Their fact-based analysis and recommendations
enable organizations to improve sales processes, client service/retention,
product/service offerings and market perceptions. For more information, visit

About the Principal Financial Group
The Principal Financial Group^® (The Principal ^®)^5 is a global investment
management leader including retirement services, insurance solutions and asset
management. The Principal offers businesses, individuals and institutional
clients a wide range of financial products and services, including retirement,
asset management and insurance through its diverse family of financial
services companies. Founded in 1879 and a member of the FORTUNE 500^®, the
Principal Financial Group has $364.1 billion^6 in assets under management ^
and serves some 17.3 million customers worldwide from offices in Asia,
Australia, Europe, Latin America and the United States. Principal Financial
Group, Inc. is traded on the New York Stock Exchange under the ticker symbol
PFG. For more information, visit

Chatham Partners is not affiliated with the Principal Financial Group or any
if its member companies. The survey results are based on responses from
clients of The Principal and have been specifically prepared by Chatham
Partners and commissioned by The Principal. Survey results are limited to
those expressing an opinion.

^1 Defined contribution and combined defined benefit and defined contribution
plans with more than $5 million dollars in assets. Survey conducted October
^2 Best in Class score as defined by Chatham Partners is a very satisfied
score of 85 percent or higher
^3 Defined contribution plans with less than $5 million in assets
^4 Result from Chatham Partners Client Satisfaction survey and a similar
survey conducted by the retirement market research team at The Principal.
^5 “The Principal Financial Group” and “The Principal” are registered service
marks of Principal Financial Services, Inc., a member of the Principal
Financial Group
^6 As of March 31, 2012.


Principal Financial Group
Sonja Sorrel, 515-362-2431
Terri Hale, 515-283-8858
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