SAN ANTONIO, April 19, 2012 /PRNewswire/ -- For the third consecutive year, Frost Bank has received the highest ranking in customer satisfaction in Texas in the J.D. Power and Associates 2012 U.S. Retail Banking Satisfaction Study(SM), outperforming the 12 other Texas banks ranked.
This is the seventh year J.D. Power and Associates studied retail banking but only the third year Frost was eligible for ranking. Frost was first included in 2010, when J.D. Power and Associates first conducted a separate ranking for banks in Texas, and the bank has maintained its highest ranking.
Frost's top ranking in customer satisfaction follows the company recently being recognized as a J.D. Power 2012 Customer Service Champion, one of only 50 U.S. companies to receive this distinction as one of the highest-performing U.S. companies of 800 brands evaluated that deliver service excellence.
With an index score of 859, 10 points higher than its 2011 ranking, Frost ranked highest in customer satisfaction among retail banks operating in Texas, 94 index points above the Texas region average of 765 and 106 points above the national average of 753.
Survey respondents gave Frost particularly high satisfaction marks for product offerings; account activities; in-person, live phone, online and ATM activities; account information; online account activities; fees and facility, according to J.D. Power and Associates.
"Delivering customer satisfaction has always been a Frost hallmark, and this ranking by J.D. Power demonstrates what we already know," said Dick Evans, Frost chairman and CEO. "We are fortunate to have customers who appreciate the Frost difference – from making everyone feel significant when a real person answers the phone to treating customers with courtesy and respect in our financial centers and through our website. They know we offer a square deal – excellence at a fair price. At Frost, it all begins with our corporate culture, which emphasizes delivering outstanding service, and our terrific employees who bring that culture to life by taking great care of customers every day. They make this award possible, and I appreciate their dedication to Frost and to our customers."
About Frost Bank
Cullen/Frost Bankers, Inc. (NYSE: CFR) is a financial holding company, headquartered in San Antonio, with $20.3 billion in assets at December 31, 2011, and more than 115 financial centers throughout Texas. One of 24 U.S. banks included in the KBW Bank Index, Frost provides a wide range of banking, investments and insurance services to businesses and individuals in the Austin, Corpus Christi, Dallas, Fort Worth, Houston, Rio Grande Valley and San Antonio regions. Founded in 1868, Frost has helped clients with their financial needs during three centuries. Additional information is available at frostbank.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.