California’s premier community bank soared past national and western-region averages, according to a leading research firm
Customer-satisfaction scores for Rabobank N.A. exceeded the national banking average in dramatic fashion, according to The MSR Group, a leading market-research firm that presented its 2013 APECS® Customer Advocacy Award, Western Region, to the California community bank this week.
Each year, MSR presents the award to the retail-bank client that garners from its customers the highest Net Advocacy Rating (NAR®), a measurement the firm considers one of the strongest indicators of customer retention. Rabobank posted a 2013 NAR of more than 9 points higher than the 2013 APECS® National and Western Region averages — significantly higher than many of the nation’s largest banks.
“This accomplishment reflects our continual mission to provide great service, and to improving and promptly adapting to our customers’ evolving needs,” said John Ryan, CEO of Rabobank N.A. “We are proud of our community-banking roots, and committed to transforming retail banking through the delivery of new technologies and services that empower our customers to conveniently bank where and how they want to.”
In 2013, Rabobank implemented numerous enhancements including Rewards Banking Checking, which rewards customers for their everyday-banking activities. A comprehensive mobile-banking app lets customers deposit checks, pay bills, transfer funds, examine balances and recent transactions, and find ATM locations — directly from iPhones and Android-based phones. Statewide, upgraded ATMs feature streamlined deposit features for cash and checks, easy-to-read screens, and simpler and faster touch-screen navigation.
Ratings are based on MSR’s National Consumer Banking Survey, a study which collects feedback on customer satisfaction and advocacy for more than 100 banks and credit unions. A stratified random sampling of retail banking consumers is conducted each quarter, gathering feedback on consumers’ banking experiences. The rolling tracking study interviews 2,400 retail banking consumers annually. For more information, visit www.themsrgroup.com.
About Rabobank N.A.
Rabobank N.A. is a premier California community bank known for personalized service and its wide range of banking, lending and wealth-management offerings for individual, business, and food and agribusiness clients. Headquartered in Roseville, Calif., and with more than $14 billion in assets, the bank’s 119 branches, multi-function ATMs, and innovative online and mobile banking services empower customers to bank when, where and how they want. Rabobank’s 1,700 employees take pride in helping to improve their communities personally and professionally. www.rabobankamerica.com.