CLEVELAND, Dec. 13, 2011—KeyBank announced today that its customer satisfaction levels significantly exceed the industry average and continue to improve, even as the banking industry struggles to enhance customer sentiment. Among the findings of a third-quarter 2011 customer satisfaction survey by the American Customer Satisfaction Index (ACSI) were the following:

  • Compared to the nation’s largest banks noted in the survey, Key is one of only two that improved its overall customer satisfaction score two consecutive years;
  • Key significantly outperformed bank industry averages in the measures of Customer Retention (+7), Overall Quality (+6), Value (+5), and Customer Loyalty (+4); and,
  • Key significantly improved its scores from 2010 for Value and Customer Satisfaction.

“These customer satisfaction scores affirm our client-focused business model, and validate our customers’ belief that they receive value from Key’s advice, service and products,” said Bill Koehler, president, Key Community Bank. “We thank our customers for their continued confidence in us, and our employees for their contributions in delivering superior customer service every day.”

Key has engaged ACSI—a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States—over a number of years to survey its customers on various service-level metrics. The ACSI was developed at University of Michigan’s Ross School of Business.

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 ACSI was developed at University of Michigan’s Ross School of Business and can be found on the web at For a list of the banks and their 2011 scores on the ACSI website, visit:

About KeyCorp

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 $89 billion.

Key provides deposit, lending, cash management and investment services to individuals and small businesses in 14 states under the name of KeyBank N.A.  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.

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