Press Releases

Customer Satisfaction Continues to Rise at National Bank

Montreal, 26 July 2012 -

National Bank has once again improved its overall customer satisfaction rating, according to J.D. Power and Associates’ 2012 Canadian Retail Banking Customer Satisfaction Study published on July 19.

National Bank obtained an overall customer satisfaction rating of 760 points on the index, which exceeds the average for Canada's five other big banks (748 points). In just a year, National Bank’s rating has increased by a full 13 points. Seven factors were assessed to determine customer satisfaction. In order of importance, they are: account activities; account information; facilities; product offerings; fees; financial advisor; and problem resolution.

“National Bank’s results reflect the hard work our employees have invested since 2008 in making the One client, one bank business strategy a success. This year, we’re implementing key initiatives aimed at further enhancing the client experience, which should allow us to boost our customer satisfaction rating even higher,” noted Karen Leggett, Executive Vice-President – Marketing.

For this study, J.D. Power and Associates polled nearly 12,000 Canadian retail clients between February and May 2012 on their satisfaction with their primary financial institution.

About J.D. Power and Associates
Headquartered in Westlake Village, California, J.D. Power and Associates is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About National Bank of Canada
With $176 billion in assets as at April 30, 2012, National Bank of Canada (, together with its subsidiaries, forms one of Canada’s leading integrated financial groups, and was named among the five strongest banks in the world by Bloomberg Markets. The Bank has close to 20,000 employees and is widely recognized as a top employer. Its securities are listed on the Toronto Stock Exchange (TSX: NA). Follow the Bank’s activities via social media and learn more about its extensive community involvement at and

Information (The telephone number provided below is for the exclusive use of journalists and other media representatives.):

Joan Beauchamp
Senior Advisor – Public Affairs
National Bank
Tel.: 514-394-6500