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Eastern Bank ranked highest in customer satisfaction – again

J.D. Power Associates’ 2011 U.S. Retail Banking Satisfaction StudySM ranked Eastern Bank highest in customer satisfaction in New England

BOSTON, April 21, 2011 – For a second straight year, Eastern Bank ranked highest in customer satisfaction in New England, according to the J.D. Power and Associates 2011 U.S. Retail Banking Satisfaction StudySM.

Eastern Bank ranked highest among all retail banks in New England with a total score of 791 based on a 1,000-point scale – a four point increase over last year’s ranking.  It also saw its 2011 score significantly exceed the regional average, 733.

The annual study analyzed the following customer satisfaction factors: account activities; account information; facility; fees; problem resolution; and product offerings.  About 50,000 customers nationwide were asked questions about their primary bank.

“We are very grateful to our customers for recognizing our team of banking professionals, who work hard to provide the best and most rewarding retail banking experience possible,” said Richard E. Holbrook, Eastern Bank’s chairman and CEO.  “This validates our decision to put the customer first.”

Since the study was conducted in January, Eastern Bank continued to enhance products and services in an effort to better serve its more than 430,000 customers.  Among these is its “Pix It!” application, which lets customers personalize their own debit card with their favorite photo.

In 2007, Eastern Bank became one of the first banks in the country to offer mobile banking.  Recently, it enhanced its mobile banking product with the release of apps for the iPhone, Android and BlackBerry.

Eastern Bank’s commitment to superior service to all customers, including small businesses continued in 2010.
For the second consecutive year in 2010, Eastern Bank was ranked as the No. 1 U.S. Small Business Administration (SBA) lender in Massachusetts.  Eastern was also named the No. 1 SBA lender in New England in 2010.
About Eastern Bank
Founded in 1818 and based in Boston, Eastern Bank is the largest independent and mutually owned bank in New England, with $7.6 billion in assets and more than 90 branches serving communities from the Merrimack Valley to Cape Cod.  Eastern Bank offers banking, investments and insurance all under one roof, and prides itself on working harder to understand its customers’ needs so it can deliver these services in a committed and personal way.  Eastern Bank includes Eastern Wealth Management and Eastern Insurance. For more information, visit

For more information, contact: Andrew Ravens, Public Relations, Eastern Bank, 781-598-8528, or e-mail Andrew Ravens.