Rabobank earns highest customer satisfaction rating
From left, Rabobank CEO Ronald Blok; Lisa Coleno, Account Director for J.D. Power and Associates U.S. Financial Services Group; Jay Ondatje, SVP/Rabobank Central Operations Division Manager; Kim Hval, SVP/Rabobank Director of Retail Sales Management; and Sean Dowdall, Rabobank EVP/Executive Director of Marketing; accept the J.D. Power and Associates trophy for “Highest Customer Satisfaction with Retail Banking in California” during a ceremony.
Sonoma employees of Rabobank, N.A. along with all of their branches in California are celebrating the news that J.D. Power and Associates ranked their bank highest in customer satisfaction among retail banks in California according to the latest study.
The bank received the highest-ranking customer satisfaction score of 796, which is 54 points above the industry average of 742 in California.
“The Rabobank logo symbolizes standing with our customers over time, and this ranking shows that our customers here in Sonoma and throughout California appreciate our devotion to meeting their needs now and in the future,” said Ronald Blok, CEO.
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.
In the last year, Rabobank has added 26 branches to its network to provide customers with more convenient access to banking services. The bank also opened new channels for customer access, adding mobile banking and text banking services. The bank upgraded its personal online banking system to include family banking, which allows customers to give trusted family members or accountants online access to their accounts, and "Direct Connect," which allows customers to link their online accounts directly to Quicken or QuickBooks.
“Rabobank is committed to making banking easy and accessible for our customers,” said Blok. “In fact, we recently launched a person-to-person payment service called 'ZashPay,' which lets customers send and receive money from friends, family and coworkers online.”
Even with all the new branches and technology, the bank’s focus remains on serving its customers and the community, Blok added. “Our employees enjoy what they do, whether it’s helping our customers with their financial needs or volunteering in the community,” said Blok.
“This is true not only here in Sonoma, but also in all our Rabobank branches throughout the state. True community banking is really our legacy.”
The J.D. Power and Associates 2011 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 sixth year, was fielded in January 2011.
Rabobank's Sonoma branch is located at 10 Maple Street (corner of First Street West).