California community bank Rabobank, N.A. ranked highest in customer satisfaction among retail banks in California for the second consecutive year, according to a study by J.D. Power and Associates.
Rabobank, N.A. received the highest ranking customer satisfaction score of 803, which was 64 points above the industry average of 739 in California.
“We’re on a lifelong journey with our customers and earning the top spot in California for the second straight year shows us that we’re on the right path,” said Harry Wardwell, Rabobank regional president. “When you receive an award like this, you can either rest on your laurels or work hard to receive it again. We’ve worked hard and our customers appreciate our effort.”
The annual study explores retail banking customers’ satisfaction with their primary financial institution based on six factors: account activities, account information, facility, fees, problem resolution and product offerings.
“Our focus for the past year has been refining our customer experience and making banking easier and more accessible,” said Wardwell. “For example, Rabobank customers now have free access to ATMs at more than 500 Walgreens stores throughout California. So no matter where our customers travel, there’s likely to be an ATM nearby they can use free of charge.”
Rabobank is in the midst of upgrading the ATMs at all of its 119 branches statewide. The new ATMs have larger, easy-to-read screens and simple touch-screen navigation. Many of the new machines will offer an enhanced deposit feature, allowing customers to deposit cash and checks without using an envelope.
In addition, Rabobank has continued to expand its branch network with the recent opening of a branch and agribusiness center in Santa Rosa. The bank also recently relocated one of its Ventura branches to a site with better parking, easier access and a community room that local non-profits can use free of charge.
Even with the new branches and ATMs, the bank continues to focus on its personal relationships with customers and the community. “We hear from our customers all the time that they like being greeted by name, that they like a friendly smile, that they like a firm handshake,” said Wardwell. “Our employees here in Gilroy truly care about their customers and their community and it shows.”
The J.D. Power and Associates 2012 U.S. Retail Banking Satisfaction StudySM is based on responses from nearly 52,000 retail banking customers nationally regarding their experiences with their banking provider. The study, now in its seventh year, was fielded in January and February 2012
