For a second straight year, Boston’s Eastern Bank has ranked highest in customer satisfaction in New England, according to the J.D. Power and Assoc. 2011 U.S. Retail Banking Satisfaction Study.
Eastern Bank ranked highest among all retail banks in New England with a total score of 791 based on a 1,000-point scale – a four point increase over last year’s ranking. It also saw its 2011 score significantly exceed the regional average, 733.
Rockland Trust Co. followed with a score of 789, and TD Bank and Wachovia Bank tied to rank third with 760.
The annual study analyzed the following customer satisfaction factors: account activities; account information; facility; fees; problem resolution; and product offerings. About 50,000 customers nationwide were asked questions about their primary bank.
"We are very grateful to our customers for recognizing our team of banking professionals, who work hard to provide the best and most rewarding retail banking experience possible," said Richard E. Holbrook, Eastern Bank’s chairman and CEO. "This validates our decision to put the customer first."
