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Susquehanna, Northwest, S&T top rankings for regional customer satisfaction

J.D. Power has named Susquehanna Bank tops in the Mid-Atlantic for customer satisfaction, according to its annual study.

Banks with midstate presence, or about to have midstate presence, ranked in the top 3. After Susquehanna, Northwest Savings Bank of Warren ranked second and S&T Bank of Indiana, Pa., ranked third, according to the study.

S&T is in the process of entering Central Pennsylvania after it finalized a deal to acquire Integrity Bank of Camp Hill in March.

Further down the Mid-Atlantic rankings, BB&T ranked fourth, Fulton ranked sixth, PNC ranked ninth and Citizens Bank was 10th out of the 30 banks ranked. BB&T doesn’t have any presence in the region yet but has agreed to acquire Susquehanna.

On 2014’s list, Northwest was No. 1 and Susquehanna was second.

According to J.D. Power, the study is based on responses from more than 80,000 retail banking customers of more than 130 of the largest banks in the United States regarding their experiences with their retail bank.

The study was fielded quarterly from April 2014 to February 2015 and measures satisfaction in six factors: account information, channel activities, facility, fees, problem resolution and product offerings.

Channel activities include six subfactors: ATM, branch, call center, interactive voice response, mobile and website.

Michael Sadowski

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