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Robert Trigaux

BankAtlantic leads, Bank of America brings up rear in J.D. Power customer satisfaction survey



Ode on a Florida bank. How do we love thee? Well, some banks make their customers happier a lot more than others. J.D. Power Thursday released its annual survey on retail banks -- including this chart above devoted to banks in Florida -- based on how well they satisfy their customers. Here's the complete release.

I'm not sure about the No. 1 or "best" bank in the J.D. Power ranking because I've had few dealings with BankAtlantic, and it's not big enough to make a statewide impression. But the rankings are quite clear in one fashion. The banks that performed worst in satisfaction tend to be the biggest and, in Florida at least, include Bank of America, Citibank and Chase/WaMu (short for JP Morgan Chase and its recently acquired Washington Mutual offices).

If the chart above is hard to read, here's the ranking. best to worst, based on a customer satisfaction index of 0 to 1,000:

BankAtlantic: 792
SunTrust: 788
Regions Bank: 786
Wachovia Bank: 779
BB&T: 777
Fifth Third Bank: 777
Florida Average: 761
Citibank: 731
Bank of America: 726

Nationwide, for a fourth consecutive year, customer loyalty and perceptions of brand image among retail banking customers continue to decline, while satisfaction has leveled off, according to J.D. Power's "2010 U.S. Retail Banking Satisfaction Study."

-- Robert Trigaux, Times Business Columnist

[Last modified: Tuesday, June 1, 2010 11:27am]


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