PNC tops for client sat­is­fac­tion

Tampa Bay Times - - Front Page - Times staff

The Pitts­burgh-based bank edges out New York be­he­moth Chase Bank in a J.D. Power sur­vey.

In the rar­efied field of com­pe­ti­tion among the na­tion’s big­gest banks, Pitts­burgh-based PNC just edged out New York be­he­moth Chase Bank — the na­tion’s largest bank with more than $2 tril­lion in as­sets — in cus­tomer sat­is­fac­tion. So says J.D. Power’s first ever sur­vey of na­tional bank sat­is­fac­tion fo­cused ex­clu­sively on the coun­try’s six largest com­mer­cial banks.

“These banks of­fer a full line of prod­ucts, in­clud­ing de­posits, credit and in­vest­ments, and to achieve high lev­els of cus­tomer sat­is­fac­tion in ev­ery mar­ket, they must de­liver con­sis­tently on all of these,” stated Bob Neuhaus, a fi­nan­cial ser­vices con­sul­tant at J.D. Power. “Ul­ti­mately, our study shows that the abil­ity to min­i­mize cus­tomer prob­lems and de­liver con­sis­tently across all lines of busi­ness are among the keys to suc­cess in build­ing that na­tion­wide base of strong cus­tomer re­la­tion­ships.”

Five of the six banks in the sur­vey op­er­ate branches and other ser­vices in Florida. In ad­di­tion to PNC and Chase, those banks in Florida are Bank of Amer­ica, Wells Fargo and Citibank. Mea­sured by de­posit share, Bank of Amer­ica and Wells Fargo are the two largest banks in the Sun­shine State.

A sixth bank in the sur­vey, Minneapolis-based U.S. Bank, does not have a phys­i­cal pres­ence in Florida.

Na­tion­ally, PNC beat out Chase in sat­is­fac­tion by the thinnest of mar­gins, rat­ing an 855 on a scale of 1,000 to Chase’s 854. If there was any sliver of weak­ness at PNC, the sur­vey in­di­cated lower scores in the area of “prob­lem res­o­lu­tion.” Chase suf­fered most in the sur­vey in the cat­e­gory of “in­vest­ment ac­counts.” Still, based on their com­pos­ite scores, both banks are iden­ti­fied as “among the best” by J.D. Power.

The re­main­ing big banks op­er­at­ing in Florida — Bank of Amer­ica, Wells Fargo and Citibank — all rated be­low J.D. Power’s na­tional 835-point av­er­age, with Citibank’s 818 be­ing the low­est. Bank of Amer­ica earned an “av­er­age” rat­ing. And de­spite the heavy and neg­a­tive press cov­er­age in re­cent years of the Wells Fargo scan­dal of em­ploy­ees open­ing unau­tho­rized cus­tomer ac­counts just to keep their jobs, the Cal­i­for­nia-based bank still man­aged to outscore Citibank in sat­is­fac­tion.

The 2017 study is based on re­sponses from more than 5,784 re­tail bank­ing cus­tomers and was con­ducted in June and July of this year.


PNC had top cus­tomer ser­vice rat­ings in a new anal­y­sis.

* U.S. Bank was sur­veyed but does not op­er­ate in Florida. Source: J.D. Power 2017 na­tional bank sat­is­fac­tion sur­vey

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