Omaha, Nebraska, March 6, 2014 – The MSR Group today announced that Rabobank N.A. is the recipient of its 2013 APECS® Customer Advocacy Award, Western 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 potential recipient, clients must have achieved a rating significantly higher than the national average and rank highest among all APECS® clients. Rabobank posted a 2013 Net Advocacy Rating over 9 points higher than both the 2013 APECS® National and Western Region Averages. Rabobank’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.
“Great service comes from taking pride in our work, and by listening to our customers and always challenging ourselves to improve,” said Mark Borrecco, Chief Retail Banking Officer of Rabobank N.A. “This is a testament to our team, and to the MSR Group and its APECS® suite of tools and rich data, which provide deep, real-time intelligence that is essential for making smart decisions to improve the customer experience.”
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 within each of four quadrants across the US. This rolling tracking study interviews 2,400 retail banking consumers annually.
“Rabobank has demonstrated an unwavering commitment to providing the best possible experience for their customers,” said Joel Vaslow, Chief Operating Officer of The MSR Group. “Their ability to use the information and tools APECS® provides to build on an already strong customer experience is reflected in their selection for this award.”
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.
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.