J.D. Power has released its annual report card on customer satisfaction with banks, and Northwest Bank earned the best score among those with a local presence.
The region's biggest bank, M&T, scored about average, while KeyBank was No. 25 on a list of banks in the mid-Atlantic region.
Pennsylvania-based Northwest earned a score of 834 out of a possible 1,000, which was third best in the mid-Atlantic region among 26 banks covered by the survey. Northwest raised its profile here last year by acquiring 18 branches that were sold as part of the KeyBank-First Niagara deal.
J.D. Power surveyed customer satisfaction in six areas: account information, channel activities, facility, fees, problem resolution and product offerings. The 12th annual study was based on responses from more than 78,000 retail banking customers of 136 of the largest banks in the nation. Banks with the ability to offer both strong digital and branch services tended to fare the best, the firm said.
The top score in the mid-Atlantic region belonged to Ohio-based Huntington National Bank, which earned an 849.
The average score in the mid-Atlantic region was 816, and four other banks with a branch presence in the Buffalo Niagara region were above that: Community Bank (826), Bank of America (824), Citizens Bank (817) and M&T Bank (817). Key was No. 25 on the list, with 793.
Based on J.D. Power's four-tier scoring system, only Northwest, Community and Bank of America earned a four out of possible five "power circles," which the firm translated to "better than most."
First Niagara, which merged into history last August, ranked No. 21 with an 801. The survey was conducted from April 2016 to last February, allowing for First Niagara to be included.
Story topics: Shared