Feb. 9, 2012
/PRNewswire/ -- KeyBank continues to receive industry recognition for exceptional client service by achieving a high ranking in overall customer satisfaction in the J.D. Power and Associates 2011 Small Business Bank Satisfaction Study.
KeyBank ranked fifth (in a tie) in overall customer satisfaction in the J.D. Power study and highly rated in all factors that influence customer satisfaction with small business banking. These factors are account manager, account activities, account information, fees, problem resolution, products offerings and facility.
The ranking is based on feedback from nearly 7,000 customers of the nation's largest financial institutions. KeyBank is one of 24 financial institutions ranked.
The J.D. Power ranking is one of a series of recent service recognitions for Key. Greenwich Associates last month issued its 2011 national banking survey, giving Key excellence awards for small business banking and middle market banking.
cited Key for overall satisfaction with personal banking, as well as customer service with treasury management, both in the category of Small Business Banking. Key was also recognized for excellence by
in the category of customer service with treasury management for Middle Market Banking.
In a third-quarter 2011 customer satisfaction survey conducted by the American Customer Satisfaction Index (ACSI), Key scored significantly higher than the largest U.S. banks and was one of only two banks that improved its overall satisfaction score two consecutive years.
"These recent industry rankings reflect KeyBank's ongoing commitment to providing exceptional customer service throughout the bank," said Key Community Bank President
. "In particular, the J.D. Power ranking reflects KeyBank's continuing support for small business, which is an essential force for economic growth.
"While we are encouraged by our customers' positive survey feedback, our true reward is continuing to provide the capital, advice and services that help businesses thrive," Koehler said.