Bank of the West Engages The MSR Group's APECS® System to Measure Omaha, Nebraska - November 14, 2006 - Bank of the West, has selected The MSR Group's APECS® system for customer satisfaction and advocacy measurement in its retail banking network. "We felt that APECS® provided everything needed to monitor our service performance. One of the most important factors in our decision was the system's capability to interview our customers and receive their feedback within 48 to 72 hours of the interaction," said Susan Strong, Vice President of Sales and Service for Bank of the West. APECS® utilizes an interactive and highly secured web site, called Performance Monitor® which allows for customer feedback to be posted in near real time. Bank of the West will implement the APECS® system across its 680 retail branches to measure service performance and customer advocacy levels. With the APECS® system, Bank of the West executives will have the tools to monitor daily changes in satisfaction levels and react to customer issues quickly and efficiently. This system allows Bank of the West to stay on top of changing trends weekly or even daily for that matter," said Strong. Another unique feature of the APECS® system is the "Action Alert" feature. This component provides verbatim response feedback from any, "less than satisfied" customers on an overnight basis. "The initial information we have been able to obtain through the program's Action Alert component has been extremely revealing. We are confident that the APECS® system will allow us to increase customer satisfaction levels, customer retention and ultimately market share," said Ms. Strong." Bank of the West is a high-performance, full service regional financial services company with $56.4 billion in assets, over 680 banking locations in 19 states and approximately 10,700 employees. The bank's development has been sustained through a strong focus on a superior level of customer service, promoted with Bank of the West's bear brand. Bank of the West operates distinct units to provide a range of superior deposit, credit and investment products and services-Commercial Banking and Retail & Business Banking, which includes Consumer Finance. "Bank of the West is a progressive institution with a strong commitment to customer service. The MSR Group is proud to have an opportunity to partner with such a forward thinking organization," said Dick Worick, President and CEO of The MSR Group. With over 50 years experience, The MSR Group is one of the oldest and most respected full-service market research firms in the nation. Located in Omaha, Nebraska, The MSR Group provides customer satisfaction and advocacy measurement processes with their proven APECS® system for financial institutions nationwide. -###-
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