Participant experience is one of the biggest differentiators among equity compensation providers. RFPs typically ask about customer service support, call center strengths, issue resolution processes and service level agreements—all important aspects of the user experience. However, companies may consider asking questions about platform features:
Can the platform be customized with the company’s brand? Having a branded equity portal could enhance the participant experience by providing a personalized and connected feel.
Do participants have access to real-time stock quotes, exercise options and complete transactions through a robust mobile app? A good mobile experience may be important if there are participants that prefer or need to access their equity holdings on-the-go. If the mobile interface varies considerably from the desktop interface, it may deliver a sub-optimal participant experience.
Is the platform equipped with multilingual and multicurrency support for global employees? As companies expand their global workforce, they may want to ensure that the equity platform supports the languages and currencies of those geographical locations.
Can participants bring over and view historical transactions including the tax withholding information? Not every equity platform provides historical data and, if they do, there may be limitations on how far back the data goes. If participants need to access prior tax withholding information or their transaction history, this could present a challenge.