J.D. Power Ranks Huntington Tops in Survey
COLUMBUS, Ohio -- In this year’s J.D. Power and Associates’ U.S. Retail Banking Satisfaction Survey, Huntington National Bank ranked highest in the North Central Region, the bank announced Thursday.
More than 50,000 customers of banks across the United States participated in the survey, In the Midwest -- essentially the North Central Region and the footprint of Huntington Bank --– Huntington received the highest score of the 25 largest banks in the region.
Huntington, which ranked highest in the Midwest last year with a score of 790 on a 1,000-point scale, saw its score increase this year to 814.
Banks overall have been doing a better job in pleasing their consumer customers, J.D. Power found in this year’s survey, with the average score last year of 763 rising 10 index points this year.
The study found, “Customers appreciate the personal service they receive at their branch but that such transactions are slowly declining." A Huntington spokesman noted that when Huntington customers walk into a branch, they are greeted by “Welcome,” either a sign, a greeting or both, and a customer service representative asks how he can be of help.
The Power study found that customers disliked the trend among banks of eliminating free checking, charging higher fees and strictly enforcing higher overdraft penalties. Huntington, the spokesman noted, has taken the opposite tack by providing its customers with a day of grace -- one business day -- to make a deposit should they overdraw their checking accounts. “24-Hour Grace, part of our Asterisk-Free Checking, has proven popular, the spokesman said, “and gained us market share.”
Published by The Business Journal, Youngstown, Ohio.
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