KeyBank Customer Satisfaction Scores Remain High

Key's Scores Continue to Top Those Received by Four Largest Competitor Banks

Dec 11, 2012, 14:38 ET from KeyCorp

CLEVELAND, Dec. 11, 2012 /PRNewswire/ --  KeyBank customer satisfaction levels continue to exceed industry averages and surpass scores received by leading US money centers, according to the 2012 customer satisfaction survey conducted by the American Customer Satisfaction Index (ACSI).

KeyBank's year-over-year results in overall satisfaction remained steady, according to ACSI data. ACSI is a national cross-industry measure of satisfaction with the quality of goods and services available to US household consumers. For the past few years, KeyBank has engaged ACSI to survey customers on various service metrics.

The 2012 survey results show Key exceeded bank industry averages in measures such as Customer Expectations, Customer Satisfaction, Customer Loyalty, and Overall Quality. KeyBank also topped scores received by the nation's largest banks.

"These results reflect KeyBank employees' commitment to our customers and our communities. KeyBank employees always take that extra step to help our customers and communities to thrive," said Bill Koehler, KeyBank Community Bank president.

Koehler said the results also demonstrate that the bank's service model is robust and client-focused, adding that KeyBank is incorporating survey insight as the bank continually identifies ways to improve customer service.

"We strive to stay a step ahead of our customers' expectations by consistently delivering exceptional service, and we thank our customers for demonstrating their confidence in us year after year," Koehler said.

About ACSI
The American Customer Satisfaction Index 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 225 companies in 45 industries and from local and federal government services over the previous four quarters. The index can be found on the web at

About KeyBank
KeyCorp (NYSE: KEY) was organized more than 160 years ago and is headquartered in Cleveland, Ohio. One of the nation's largest bank-based financial services companies, Key has assets of approximately $87 billion as of September 2012.

KeyBank provides deposit, lending, cash management and investment services to individuals, small and medium-sized businesses in 14 states under the name of KeyBank National Association. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. For more information, visit KeyBank is Member FDIC.