Estimated read time: 3-4 minutes
This archived news story is available only for your personal, non-commercial use. Information in the story may be outdated or superseded by additional information. Reading or replaying the story in its archived form does not constitute a republication of the story.
[SU] AWD SVY
TO BUSINESS EDITORS:
The MSR Group Recognizes California Community Banking Firm Rabobank,
N.A. with Highest Rating in Customer Advocacy for Western Region
OMAHA, Neb., March 6, 2014 /PRNewswire/ -- 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
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
"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."
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.
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.
Contact info: Tracy Keith, Marketing & PR Manager Email 402-392-0755
Read more news from The MSR Group.
SOURCE The MSR Group
/Web Site: http://www.themsrgroup.com
CO: The MSR Group; Rabobank, N.A.
SU: AWD SVY
-- PH77785 --
0000 03/06/2014 13:40:00 EDT http://www.prnewswire.com
Copyright © The Associated Press. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.