Webster Bank ranks third in customer satisfaction study

Webster Bank, a regional bank with 23 locations in Fairfield County and a major presence throughout the Northeast, ranked third in New England in a recent national customer satisfaction study.

The J.D. Power 2014 U.S. retail banking satisfaction study surveys the satisfaction of 80,000 customers across 100 banks in the nation. Last year, Webster Bank ranked sixth in the region. The rank improvement from last year to this year was driven by higher satisfaction with fees, delivery channels and Webster’s banking center facilities, according to the study.

The study found that despite public scrutiny of the banking industry and more strict compliance requirements, overall customer satisfaction with banks is at a record high. Banks have been improving customer experiences, finding solutions to problems and helping customers understand fees associated with their bank accounts, the report showed.

Webster Bank received an overall satisfaction score of 794 points, up 18 points from 2013. The average score in New England was 762, up 20 points from last year. This year, customers ranked Webster 60 points higher on satisfaction with fees, 15 points higher on satisfaction with channel activities and 14 points higher on satisfaction with banking center facilities compared to last year.

“The J. D. Power study is the gold standard of customer satisfaction,” said Nitin Mhatre, executive vice president and head of community banking at Webster, in a statement. “This significant improvement to an already high satisfaction score demonstrates how Webster bankers continue to live up to what matters most to our customers ”“ an exceptional banking experience.”

The annual study, which surveyed customers from April 2013 to January, measured satisfaction in six categories: account information, channel activities, facility, fees, problem resolution and product offerings.