Press Release

Bank of the West Named a Top Retail Bank for Customer Satisfaction in Inaugural Award from The MSR Group
San Francisco | Dec 03, 2015

The MSR Group Recognizes Bank of the West for Providing Top Customer Experience Based on MSR’s Customer Net Advocacy Rating®. The Rating Measures Ease in Banking, Helping Customers Avoid Banking Issues, and Providing High Levels of Satisfaction via In-Branch Banking

Bank of the West was recently named a winner in the inaugural Best in Retail Banking Awards presented by The MSR Group, a top research firm that specializes in customer experience within the retail banking sector and customer satisfaction measurement services.

The MSR Best in Retail Banking Awards honor the top performers in each of the eight award categories: Net Advocacy Rating® (NAR), Trust, Ease of Doing Business, Innovation, Branch, Online, ATM and Mobile banking services.

Bank of the West is the Silver Award winner in the West region within the NAR category, the most prestigious category within The MSR Group's National Retail Banking Awards. NAR is a proprietary metric that identifies consumers based on their responses to a variety of specific criteria, who consider themselves “advocates” of their bank. Banks that were recognized within the NAR category were cited for providing customers ease in banking, helping customers avoid banking issues, and providing high levels of satisfaction through in-branch banking.

“We are honored by the recognition from The MSR Group that highlights the service we provide to our customers – at Bank of the West we know service starts with our employees," said Andy Harmening, vice chairman of consumer banking. "We owe this recognition to our employees who deliver on our commitment to our customers – going above-and-beyond by delivering a great customer experience in our markets each and every day."

The MSR Group’s Best in Retail Banking Awards collects feedback on customer satisfaction and advocacy among the top 50 banks in the United Sates, and interviews more than 5,000 retail banking consumers annually. The study includes a wide variety of questions designed to gain a comprehensive understanding of the interactions between consumers and their bank.

The press release and methodology can be found on The MSR Group's website at:

About Bank of the West:
Bank of the West is a regional financial services company chartered in California and headquartered in San Francisco with $74 billion in assets as of September 31, 2015. Founded in 1874, Bank of the West provides a wide range of personal, commercial, wealth management and international banking services through more than 600 offices in 22 states and digital channels. Bank of the West is a subsidiary of BNP Paribas, which has a presence in 75 countries with 185,000 employees.

About The MSR Group:
The MSR Group is a nationally recognized full-service market research company headquartered in Omaha, Nebraska. The firm offers a full complement of qualitative and quantitative methodologies including APECS®, the award-winning customer satisfaction and advocacy measurement program designed specifically for the financial industry.

Media Contacts:
Michele Rene Scott, Bank of the West                           
Corporate Communications                               
Office 415-399-7202,

Julia Mellon, Bliss Integrated Communication
Office 212-584-5474,

Corporate Headquarters

180 Montgomery Street
San Francisco, CA 94104


Media Relations

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1 “Seventh Annual Fiserv Billing Household Survey Gallery,” Fiserv, 2014