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KEYBANK’s Customer Satisfaction Scores Outpace Those of Largest Competitors


Key’s Customer Satisfaction Scores
Have Remained Steady in Challenging Economy


CLEVELAND, OHIO, March 5, 2010 — KeyBank today announced it scored significantly higher than the scores of its four largest competitor banks in a 2009 customer satisfaction survey conducted by the American Customer Satisfaction Index (ACSI).

Key’s scores were significantly more positive than the overall industry measures for overall quality, perceived value, customer loyalty and total complaints.

In the past three years, Key’s ACSI customer satisfaction scores have remained the same. In contrast, the largest banks in the fourth quarter, 2009 research experienced significant declines in one or more of the metrics in the ACSI measurement system that includes customer expectations, perceived overall quality, perceived value, customer satisfaction, total complaints, customer loyalty and customer retention.

“During these turbulent times, we’re proud that our ACSI customer satisfaction scores have remained steady over the past 3 years – that demonstrates our continued focus of delivering knowledgeable advice and extraordinary service when our clients really need it most,” said Maria Coyne, executive vice president and head of Key’s Client Experience.

Key was not included in the publicly-released 2009 ACSI results for financial institutions, but engaged the ACSI in research efforts the past three years using the same methodology to benchmark its results with the largest U.S. banks. For a list of the banks and their 2009 scores on the ACSI website, visit:

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