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The MSR Group Announces New Position and Hire of Vice President, Energy Division

May 16, 2017

The MSR Group today announced that Cherie Carlson has been named to the newly-created position of Vice President Research, Energy Division. In her new role, she will have both business … Read More

The MSR Group today announced that Cherie Carlson has been named to the newly-created position of Vice President Research, Energy Division. In her new role, she will have both business development and client service responsibilities.

“Utility organizations are seeing a greater need to hear the voice of the customer when it comes to its service offerings.  Our survey and customer satisfaction measurement tools can provide the immediate and actionable information utilities need to run their organizations.” states Joel Vaslow, Chief Operating Officer.  This new position will be responsible for leading the efforts to bring the MSR Group’s service offerings to this industry segment.

Ms. Carlson brings over 34 years of utility experience to the company.  Carlson comes from Omaha Public Power District where she held various leadership positions and most recently, Marketing/Customer Analytics and Insights Program Manager.  Carlson received a BS and Masters degree from Creighton University.

The MSR Group is a nationally recognized full-service market research company.  In addition to providing unprecedented qualitative research, The MSR Group offers a full complement of quantitative methodologies including APECS®, the award-winning customer satisfaction and advocacy measurement program; and Net Advocacy Rating®, a proprietary metric that identifies consumers based on their responses to a variety of specific criteria, who consider themselves “Advocates” of their bank.

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The MSR Group Announces Three New Hires To Support Growing Business

May 5, 2017

Omaha, Nebraska  – The MSR Group today announced it has hired three new employees due to recent growth with new clients and expanded services to current clients. These new team members, Read More

Omaha, Nebraska  – The MSR Group today announced it has hired three new employees due to recent growth with new clients and expanded services to current clients. These new team members, Karl PetersenJoni Williams and Brandie Allen-Rezac bring a wealth of knowledge and experience to their respective areas of responsibility.

Karl is the Director of Research Analytics and is tasked with improving the collection, storage, and analysis of customer research data. Improving these processes will allow The MSR Group to provide even more meaningful insights and feedback that customers can use to improve their processes.

 Joni Williams joins The MSR Group as a Senior Project Manager. Her role is to develop and implement custom quantitative and qualitative research projects that meet client strategic needs. In addition, to managing full-scale projects, she is a lead moderator for traditional and virtual focus groups.

Brandie Allen-Rezac is the new Marketing and Public Relations Manager. In her position, she will be responsible for developing and executing marketing strategies and tactics that drive growth for all services offered at the MSR Group with a strong emphasis on its APECS® customer satisfaction measurement program.

Petersen has 25 years’ experience in a multitude of industries, including the U.S. Army, banking, utilities, insurance and information technology. He has successfully led high profile projects and initiatives enabling organizational leaders to make more informed decisions resulting in greater operational efficiency and performance. He earned his Ph.D. in Human Capital Management and M.B.A from Bellevue University and his Bachelor of Arts from University of Nebraska-Omaha.

Williams has spent more than 20 years in the public relations and marketing fields, including managing client research projects. Her experience covers a wide-range of industries, including finance, healthcare, high-tech, real estate, higher education, agriculture, law, and nonprofits. She received her master’s degree from George Washington University and a BA from the University of Nebraska-Lincoln.

 Allen-Rezac has more than 25 years’ experience in business-to-business marketing strategy and execution, company and product branding. Her experience covers several industries, including banking, manufacturing, construction and information services. She has successfully launched new products and rebranded companies which resulted in revenue growth from existing customers as well as from new customers.

 The MSR Group is a nationally recognized full-service market research company. Located in Omaha, Nebraska, The MSR Group offers a full complement of quantitative and qualitative methodologies across the financial, retail, advertising and agricultural industries. The firm’s proprietary APECS® customer satisfaction and advocacy measurement program, that specializes in providing “real-time” voice of the customer research for businesses.

 

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The MSR Group Announces 2016 Best in Retail Banking Award Winners

October 4, 2016

Omaha, NE – October 4, 2016 – The MSR Group (www.themsrgroup.com), a leader in customer experience research within the retail banking sector, today announced it will recognize the superior customer … Read More

Omaha, NE – October 4, 2016 – The MSR Group (www.themsrgroup.com), a leader in customer experience research within the retail banking sector, today announced it will recognize the superior customer experience performance of leading banks with The 2016 MSR Best in Retail Banking Awards.

Customer experience continues to be critically important to the financial success of banks. As is the case in other industries, retail banks that outperform their peers in terms of customer experience also tend to outperform their peers financially.

The MSR Group’s Best in Retail Banking Awards study collects feedback on customer satisfaction and advocacy among the top banks in the U.S.  The second annual study included responses from more than 7,000 retail banking consumers. The study includes a wide variety of questions designed to gain a comprehensive understanding of the interactions between consumers and their bank.  This year the study was expanded to include 70 different banks across the U.S.

The MSR Best in Retail Banking Awards honor the top performers in each of eight categories: Net Advocacy Rating® (NAR), Trust, Ease of Doing Business, Innovation, Branch, Online and ATM and Mobile banking services.

“A superior customer experience is the best defense a bank can mount against the rising threat posed by other banks and by non-traditional financial institutions,” Joel Vaslow, Chief Operating Officer of the MSR Group, said. “We are recognizing a select group of banks who continue to invest in their future by seeking to provide great experiences for their customers every day.”

Net Advocacy Rating® (NAR)

Listed among the eight categories is Net Advocacy Rating®, a proprietary metric that identifies consumers based on their responses to a variety of specific criteria, who consider themselves “Advocates” of their bank.  The NAR® is the most effective enterprise-wide barometer of customer experience and is the most prestigious category within The MSR Group’s National Retail Banking Award’s program.  The awards recognize Gold, Silver and Bronze levels within this category.

Gold Award Winners
Woodforest National Bank, Midwest Region
Citizens Bank, Northeast Region
Trustmark National Bank, South Region
Glacier Bancorp, West Region

Silver Award Winners
The Huntington National Bank, Midwest Region
Northwest Savings Bank, Northeast Region
Woodforest National Bank, South Region
Chase Bank, West Region

Bronze Award Winners
1st Source Bank, Midwest Region
New York Community Bank, Northeast Region
U.S. Bank, South Region
U.S. Bank, West Region

Banks that ranked as top performers in their respective region for Net Advocacy Rating® (NAR) perform well compared to their peers across the various customer experience attributes measured in The MSR Group’s Best in Retail Banking Awards study.

As with last year’s study, the NAR® award winners also provide branch banking experiences that rank highly compared to their peers. The strong branch experience delivered by the NAR® award winners points to branch banking remaining a critical driver of customer loyalty and advocacy despite declining branch transactions and increased adoption of electronic banking channels.

Banking Channel Awards

Study participants were asked to rate their satisfaction with multiple channels of interaction with their bank including Branch, Online, ATM and Mobile banking. The 2016 winners by channel are:

Branch
1st Source Bank, Midwest Region
PNC, Northeast Region
First Tennessee Bank, South Region
U.S. Bank, West Region

ATM
The Huntington National Bank, Midwest Region
New York Community Bank, Northeast Region
M&T Bank, South Region
Washington Federal, West Region

Online
PNC, Midwest Region
Wells Fargo, Northeast Region
Trustmark National Bank, South Region
U.S. Bank, West Region

Mobile
First National Bank, Midwest Region
People’s United Bank, N.A., Northeast Region
Frost Bank, South Region<
Chase Bank, West Region

Brand Essentials Awards

Consumers were also asked to rate their own bank on three specific attributes: Trustworthiness, Ease of Doing Business and Innovation. These qualities are considered to be critical in attracting and retaining customers. The banks rated highest by consumers in 2016 for each attribute are:

Trust
PNC, Midwest Region
New York Community Bank, Northeast Region
Trustmark National Bank, South Region
Columbia Bank, West Region

Ease of Doing Business
First National Bank, Midwest Region
Northwest Savings Bank, Northeast Region
Trustmark National Bank, South Region
Columbia Bank, West Region

Innovation
PNC, Midwest Region
Citizens Bank, Northeast Region
PNC, South Region
Chase Bank, West Region

About The MSR Group

The MSR Group is a nationally recognized full-service market research company headquartered in Omaha, Nebraska.  The firm offers a full complement of qualitative and quantitative methodologies including APECS®, the award-winning customer satisfaction and advocacy measurement program designed specifically for the financial industry.

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The MSR Group Announces 2015 Best in Retail Banking Award Winners

September 23, 2015

Omaha, NE – September 23, 2015 – The MSR Group (www.themsrgroup.com), a top research firm that specializes in customer experience within the retail banking sector, today announced it will recognize the … Read More

Omaha, NE – September 23, 2015 – The MSR Group (www.themsrgroup.com), a top research firm that specializes in customer experience within the retail banking sector, today announced it will recognize the superior customer experience performance of leading banks with The MSR Best in Retail Banking Awards.

Customer experience is critically important to the financial success of banks. MSR Group research shows despite stabilization in the banking industry, 1 in 7 banking consumers is likely to switch their primary bank in the next three months and poor customer experiences are cited most often as the reason for switching.

The MSR Group’s Best in Retail Banking Awards collects feedback on customer satisfaction and advocacy among the top 50 banks in the United Sates. The MSR Group’s study interviews more than 5,000 retail banking consumers annually. The study includes a wide variety of questions designed to gain a comprehensive understanding of the interactions between consumers and their bank.

The MSR Best in Retail Banking Awards honor the top performers in eight categories: Net Advocacy Rating® (NAR), Trust, Ease of Doing Business, Innovation, Branch, Online, ATM and Mobile banking services. “Customers are the pulse of business, which makes keeping them happy all the more important,” said Joel Vaslow, Chief Operating Officer of The MSR Group. “Wanting to provide your customers with a high quality customer experience is one thing. Following through is another. We are recognizing a select group of banks who not only want to provide quality service, but have shown the dedication and persistence to deliver superior experiences to their customers.”

Net Advocacy Rating® (NAR)

Listed among the eight categories is Net Advocacy Rating®, a proprietary metric that identifies consumers based on their responses to a variety of specific criteria, who consider themselves “advocates” of their bank. The NAR® is the most effective enterprise-wide barometer of customer experience and is the most prestigious category within The MSR Group’s National Retail Banking Awards program. The awards recognize Gold, Silver and Bronze levels within this category.

Gold Award Winners
BBVA Compass, West Region
Trustmark National Bank, South Region
First National Bank, Midwest Region
Susquehanna Bank, Northeast Region

Silver Award Winners
Bank of the West, West Region
First Citizens Bank, South Region
1st Source, Midwest Region 
Community Bank NA, Northeast Region

Bronze Award Winners
Rabobank, West Region
Arvest Bank, South Region
Commerce Bank, Midwest Region
TD Bank, Northeast Region

Banks that ranked as top performers in their respective region for Net Advocacy Rating® (NAR) are considered easier to do business with compared to their peers and do well at delivering a problem-free experience for their customers.

The NAR® award winners also provide branch banking experiences that rank highly compared to their peers. The strong branch experience delivered by the NAR® award winners suggests that, despite declining branch transactions and increased adoption of electronic banking channels, branch banking remains a critical driver of customers’ overall perceptions of their bank.

Banking Channel Awards

Participants were asked to rate their satisfaction with multiple channels of interaction with their bank including Branch, Online, ATM and Mobile banking. The 2015 winners by channel are:

Branch
Umpqua Bank, West Region
First Tennessee Bank, South Region
1st Source, Midwest Region
Susquehanna Bank, Northeast Region

ATM
Union Bank, West Region
Trustmark National Bank, South Region
Associated Bank, Midwest Region
Susquehanna Bank, Northeast Region

Mobile
Huntington National Bank, Mobile Banking Satisfaction

Online
Union Bank, West Region
Trustmark National Bank, South Region
Comerica, Midwest Region
Webster Bank, Northeast Region

Brand Essentials Awards

Consumers were also asked to rate their own bank on three specific attributes: Trustworthiness, Ease of Doing Business and Innovation. These qualities are considered to be critical in attracting and retaining customers. The banks rated highest by consumers in 2015 for each attribute are:

Trust
BBVA Compass, West Region
First Tennessee Bank, South Region
First National Bank, Midwest Region
Community Bank NA, Northeast Region

Ease of Doing Business
BBVA Compass, West Region
First Citizens Bank, South Region
First National Bank, Midwest Region
Community Bank NA, Northeast Region

Innovation
Umpqua Bank, West Region
Chase Bank, South Region
First National Bank, Midwest Region
PNC Bank, Northeast Region

About The MSR Group
The MSR Group is a nationally recognized full-service market research company headquartered in Omaha, Nebraska. The firm offers a full complement of qualitative and quantitative methodologies including APECS®, the award-winning customer satisfaction and advocacy measurement program designed specifically for the financial industry.

 

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The MSR Group Recognizes 1st Source Bank with Highest Rating in Customer Advocacy for Midwestern Region

April 21, 2014

Omaha, Nebraska, April 21, 2014 — The MSR Group today announced that 1st Source Bank is the recipient of its APECS® Customer Advocacy Award, Midwestern Region.

This award is given to the client … Read More

Omaha, Nebraska, April 21, 2014 — The MSR Group today announced that 1st Source Bank is the recipient of its APECS® Customer Advocacy Award, Midwestern Region.

This award is given to the client retail banking organization receiving the highest Net Advocacy Rating (NAR®) among its customers within their respective region. To qualify as a recipient, clients must have achieved a rating significantly higher than the national average and rank highest among all APECS® clients. 1st Source Bank posted a 2013 Net Advocacy Rating 8.1 points higher than the 2013 APECS® National Average. 1st Source Bank’s rating is significantly higher than many of the nation’s largest banks, including Bank of America, Chase, US Bank and Wells Fargo. Net Advocacy Rating (NAR®) is one of the strongest indicators of customer retention and increased revenue for financial institutions.

“It’s an honor for 1st Source to receive the APECS® Customer Advocacy Award and have our clients recognize the outstanding services we provide,” said Jim Seitz, 1st Source President. “This award demonstrates our commitment to being distinctively convenient, providing straight talk and sound advice and always keeping our clients’ best interests in mind. We thank our clients and The MSR Group for the positive feedback and recognition.”

Ratings are based on results from The MSR Group’s National Consumer Banking Survey, which collects feedback on customer satisfaction and advocacy for more than 100 banks and credit unions. To ensure accurate benchmark comparisons for clients, a stratified random sampling of retail banking consumers is conducted each quarter, gathering feedback on consumers’ banking experiences. This rolling tracking study interviews 2,400 retail banking consumers annually.

“This award reflects 1st Source Bank’s focus on the customers and communities they serve,” said The MSR Group Chief Operating Officer Joel Vaslow. “Their willingness to ask for customer feedback and use what they learn to improve their service overall shows the value they place on putting their mission into action.”

About 1st Source
1st Source is ranked #25 on Forbes’ list of America’s Best Banks, and is one of 31 banks nationwide to be listed as KBW’s Bank Honor Roll of Superior Performers in recognition of the bank’s strong performance over the past 10 years.

1st Source Corporation, parent company of 1st Source Bank, has assets of $4.72 billion and is the largest locally controlled financial institution in the northern Indiana-southwestern Michigan area. The Corporation includes 77 banking centers in 17 counties, 21 1st Source Bank Specialty Finance Group locations nationwide, nine Trust and Wealth Management locations and eight 1st Source Insurance offices.

About The MSR Group
The MSR Group is a nationally recognized full-service market research company. Located in Omaha, Nebraska, The MSR Group offers a full complement of quantitative and qualitative methodologies across the financial, retail, advertising and agricultural industries. The firm’s proprietary APECS® system specializes in providing “real-time” voice of the customer research for financial institutions.

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