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BANGOR, Maine – For the fourth time in the last five years, Bangor Savings Bank has received the highest score among qualifying retail banks in the New England region in the J.D. Power 2019 Retail Banking Satisfaction StudySM.
The bank’s score of 872 out of a possible 1,000 points in the 2019 study earned it the highest Power Circle Rating of “among the best”, and beat the New England Region average score by 73 points. The bank increased its score from the previous year and remained number one in the region, while welcoming and integrating employees and customers gained through its 2018 acquisition of New Hampshire-based Granite Bank.
“We are honored to once again be recognized by J.D. Power,” said Bangor Savings Bank President and CEO Bob Montgomery-Rice. “Our employees continue to be the driving force behind our success. Whether in person at a branch, on the phone in Bangor Support, or behind the scenes developing innovative solutions, they work hard to create incredible experiences for our customers each and every day.”
“You Matter More continues to be more than a tag line,” Montgomery-Rice continued. “It has been the foundation of our promise for 167 years and we are proud to support the people and places we serve.”
The 14th annual customer satisfaction study is the longest-running and most in-depth survey of the U.S. retail banking industry, with customers evaluating various aspects of their banking experience. The 2019 study is based on responses from more than 84,000 retail banking customers of more than 200 of the largest banks in the United States regarding their experiences with their retail bank. It was fielded in quarterly waves from April 2018 through February 2019.
The J.D Power study asks banking customers for objective feedback on various aspects of their banking experience, including account opening, convenience, channel activities (branch, assisted online, ATM, mobile, website, IVR and call center), problem resolution, communication and advice, and product offerings and fees.
Key findings and trends from the J.D. Power 2019 Retail Banking Satisfaction StudySM, and a list of the top-ranked banks in 11 regions can be found on the J.D. Power website.