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December 2022
DID YOU KNOW?
Bank of America earns industry recognitions
At Bank of America, we see every day as an opportunity to deliver innovative solutions and engaging experiences to help connect employees with education and resources to support their participation in their retirement plan benefits. We are proud to share some recent industry recognitions.
While we celebrate these recognitions, our work doesn’t stop here. We welcome your feedback on how we can continue to enhance employee experiences.
Ranked #1 in Participant Satisfaction with Retirement Plan Digital Experiences by J.D. Power.1
Bank of America Retirement and Benefits Contact Center has been recognized by J.D. Power for providing “An Outstanding Customer Service Experience” for phone support 18 years in a row.2
Our April 2022 Financial Literacy Month microsite and March Retirement Income Planning Week programs each earned a Gold dotCOMM Award3 as well as Certificates of Excellence from Graphic Design USA.4 Both programs featured a microsite providing employees with convenient access to relevant educational opportunities—live and on-demand—with the option to simply click to schedule a consultation with a Merrill Financial Specialist.
Our Market Impacts website and Spanish Education Center each earned an Honorable Mention recognition from dotCOMM Awards.3
1 Bank of America (including Merrill) received the highest score in a tie in the J.D. Power 2022 U.S. Retirement Plan Digital Satisfaction Study, which measures group retirement plan participant satisfaction with plan provider websites and mobile apps. The study was conducted between May and June 2022 and is based on responses from 7,069 retirement plan participants. Twenty-two firms receiving 100 or more completed surveys were eligible to be included in the ranking. The ranking or ratings shown here may not be representative of all client experiences because they reflect an average or sampling of the client experiences. Each individual client’s experience may vary. Visit jdpower.com/awards for more details.
2 The J.D. Power Certified Contact Center Program℠ focuses on critical areas of customer satisfaction by rewarding best practices that are aligned with customer needs. To become certified for live phone interactions, a contact center operator must successfully pass a detailed audit and perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge, and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions. J.D. Power 2022 Certified Customer Service Program℠ recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/ccc. The ranking or ratings shown here may not be representative of all client experiences because they reflect an average or sampling of the client experiences. These rankings or ratings are not indicative of any future performance or investment outcome. Participation in the certification audit was paid for by Bank of America.
3 dotCOMM Awards is an international competition honoring excellence in web creativity and digital communication. The international competition is administered by the Association of Marketing and Communication Professionals (AMCP). The competition honors excellence in web creativity and digital communication. Entries receiving scores between 90-100 points are Platinum winners. Entries with 80-89 points are Gold winners. Entries scoring 70-79 points receive Honorable Mention certificates. Judges are industry professionals who look for companies and individuals whose talent exceeds a high standard of excellence and whose work serves as a benchmark for the industry. The rankings shown here may not be representative of all client experiences because they reflect an average or sampling of the client experiences. These rankings are not indicative of any future performance or investment outcome. Participation in this award was paid for by Bank of America.
4 Graphic Design USA—American Inhouse Design Awards™ and American Digital Design Awards™ are intended to showcase outstanding work done by graphic designers and departments. The rankings shown may not be representative of all client experiences because they reflect an average or sampling of the client experience. These rankings are not indicative of any future performance or investment outcome. Participation in this award was paid for by Bank of America.