Key's Customer Satisfaction Scores Have Remained Steady in Challenging Economy

CLEVELAND, March 5 /PRNewswire-FirstCall/ -- KeyBank (NYSE: KEY) today announced it scored significantly higher than the scores of its largest competitor banks in a 2009 customer satisfaction survey conducted by the American Customer Satisfaction Index (ACSI).

Key's scores were significantly more positive than the overall industry measures for overall quality, perceived value, customer loyalty and total complaints.

In the past three years, Key's ACSI customer satisfaction scores have remained the same. In contrast, the largest banks in the fourth quarter, 2009 research experienced significant declines in one or more of the metrics in the ACSI measurement system that includes customer expectations, perceived overall quality, perceived value, customer satisfaction, total complaints, customer loyalty and customer retention.  

"During these turbulent times, we're proud that our ACSI customer satisfaction scores have remained steady over the past three years – that demonstrates our continued focus of delivering knowledgeable advice and extraordinary service when our clients really need it most," said Maria Coyne, executive vice president and head of Key's Client Experience.

Key was not included in the publicly-released 2009 ACSI results for financial institutions, but engaged the ACSI in research efforts the past three years using the same methodology to benchmark its results with the largest U.S. banks. For a list of the banks and their 2009 scores on the ACSI website, visit:

http://www.theacsi.org/index.php?option=com_content&task=view&id=147&Itemid=155&i=Banks

About ACSI

The American Customer Satisfaction Index is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. It is updated each quarter with new measures for different sectors of the economy replacing data from the prior year. The national ACSI score for a given quarter factors in scores from about 200 companies in 44 industries and from local and federal government services over the previous four quarters. The ACSI was developed at University of Michigan's Ross School of Business and can be found on the web at www.theacsi.org.

About KeyCorp

Cleveland-based KeyCorp is one of the nation's largest bank-based financial services companies, with assets of approximately $93.3 billion. BusinessWeek magazine last year named Key the top bank on its  "Customer Service Champs" list, ranking Key 11th out of 25 companies known for customer service acumen. Key companies provide investment management, retail and commercial banking, consumer finance, and investment banking products and services to individuals and companies throughout the United States and, for certain businesses, internationally. For more information, visit https://www.key.com/.

SOURCE KeyCorp

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