City National Bank received the highest ranking in customer satisfaction in the north central region in J.D. Power’s 2018 U.S. Retail Banking Satisfaction Study. City beat out banks in West Virginia, Kentucky, Ohio, Indiana and Michigan.
“While it is always nice to be acknowledged, I can think of no greater achievement than to be honored by our customers. City ‘s true measure of success is how our customers feel about us. and our most important goal is to provide them with exceptional personal service. We are thankful for their recognition and appreciation,” said President & CEO Skip Hageboeck.
Executive Vice President for Retail Craig Stilwell commended City’s employees, “This achievement is a testament to all City employees who are committed to making the overall customer experience as efficient, personal and helpful as possible. Our team strives to go above and beyond to meet each customer’s individual needs, and we’re grateful that their efforts have been recognized and rewarded.”
The J.D. Power Retail Banking Satisfaction Study measures customer satisfaction across six factors: channel activities (Including assisted online service. ATM. branch service, call center service, automated phone service, mobile banking and online banking), communication and advice, convenience, new account opening, problem resolution, and products and fees.
This marked the 13th annual study conducted by J.D. Power. The firm measures customer satisfaction across 11 regions of the United States. and the results are based on responses from more than 88,000 bank customers regarding their experiences at 200 of the nation’s largest banks. To view the full J.D. Power 2018 U.S. Retail Banking Satisfaction Study, click here.
Headquartered in Charleston, WV, City National Bank operates 86 branches in West Virginia, Kentucky, Ohio and Virginia. With more than $4 billion in assets, City offers a variety of financial products and services for both consumer and business customers.