Omaha, Nebraska March 25, 2013 – The MSR Group today announced that Huntington Bank is the recipient of its APECS® Customer Advocacy Award, Midwestern Region, for the fourth consecutive year.
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 potential recipient, clients must have achieved a rating significantly higher than the national or regional average (whichever is higher) and rank highest among all APECS® clients. Huntington posted a 2012 Net Advocacy Rating seven points higher than the 2012 APECS® Midwestern Region Average. Huntington Bank’s rating is significantly higher than many of the nation’s largest banks, including Bank of America, Chase, Fifth Third, US Bank and Wells Fargo, to name a few. Net Advocacy Rating (NAR®) is one of the strongest indicators of customer retention and increased revenue for financial institutions.
“Doing the right thing for our customers is a top priority at Huntington and we’re honored to be awarded the highest rating in customer advocacy by The MSR Group for the fourth consecutive year,” said David Clifton, chief customer and marketing officer for Huntington. “While many banks have taken away features or added fees, at Huntington, we’ve adopted a simpler, more straight-forward approach with Asterisk-Free Checking and 24-Hour Grace. This award is recognition of that commitment to listening to our customers and the hard work of our colleagues to ensure we’re providing the best service.”
Ratings are based on results from The MSR Group’s National Consumer Banking Survey, a study 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 within each of four quadrants across the US.Â This rolling tracking study interviews 2,400 retail banking consumers annually. Respondents are screened to be at least 21 years of age and have utilized their bank within the previous two weeks for at least one of the following transaction types: branch visit, ATM, online banking, mobile banking or call center.
“Huntington understands how measuring customer satisfaction is directly tied to their commitment to provide exceptional service and products that meet their customers’ needs,” said The MSR Group President Dick Worick. “These ratings show they’re listening and putting that customer feedback into action.”
Huntington Bancshares Incorporated is a $56 billion regional bank holding company headquartered in Columbus, Ohio. The Huntington National Bank, founded in 1866, provides full-service commercial, small business, and consumer banking services; mortgage banking services; treasury management and foreign exchange services; equipment leasing; wealth and investment management services; trust services; brokerage services; customized insurance brokerage and service programs; and other financial products and services. The principal markets for these services are Huntington’s six-state banking franchise: Ohio, Michigan, Pennsylvania, Indiana, West Virginia, and Kentucky. The primary distribution channels include a banking network of more than 700 traditional branches and convenience branches located in grocery stores and retirement centers, and through an array of alternative distribution channels including internet and mobile banking, telephone banking, and more than 1,300 ATMs. Through automotive dealership relationships within its six-state banking franchise area and selected other Midwest and New England states, Huntington also provides commercial banking services to the automotive dealers and retail automobile financing for dealer 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® System specializes in providing “real-time” voice of the customer research for financial institutions.