BB&T 2012 Annual Report Download - page 11

2012 Annual Report
9
Industry Leading Client Satisfaction
Overall Bank Satisfaction Likelihood to Recommend
From Maritz Research 2012 Retail Client Satisfaction and Loyalty Survey, represents percentage of “top box” scores, indicating a 9 or 10
rating on a 10-point scale. Peers include Bank of America, PNC/RBC, Regions, SunTrust and Wells Fargo.
“Highest in Customer Satisfaction among
Mortgage Servicing Companies,
Three Years in a Row.”
Branch Banking and Trust received the highest numerical score
among mortgage servicers in the proprietary J.D. Power and
Associates 2012 Primary Mortgage Servicer Study
SM
. Study
based on responses from 5,923 consumers measuring 25
companies and measures the satisfaction of consumers with
their current mortgage servicer. Proprietary study results are
based on experiences and perceptions of consumers surveyed in
April-May 2012. Your experiences may vary. Visit jdpower.com.
that we are not willing to pay. But we are also not willing to wait
on others’ business plans. We are moving ahead with our own
strategies. At the same time, we have the strength and discipline
to watch for the right opportunities to enhance our market
share in our banking states, including Texas, and in our related
financial businesses with select strategic acquisitions that meet
our rigorous criteria.
We believe the key to maximizing our probability of being both
independent and prosperous over the long term is to create
a superior earnings-per-share growth rate without sacrificing
the fundamental quality and long-term competitiveness of our
business, nor taking unreasonable risk. For 2013, BB&T’s senior
management has set the five strategic objectives described in
the following sections of our annual report. In a sign of our
consistency, while tactics may change, they are essentially
unchanged from 2012.
Deliver the BB&T Value Promise
thereby Creating the Perfect Client Experience
Our fundamental strategy is to provide the best value
proposition in the marketplace. Value is a function of quality
relative to price – and we focus on the quality component.
Most companies do well in good times. The test comes
during difficult times such as the last five years. Consumers
become more discerning and do business with only the best
companies with the best value propositions, while the marginal
companies disappear.
We’re proud that independent surveys show BB&T continues to
win top-tier rankings in all aspects of our business. According
to a survey of retail clients by Maritz Research, BB&T
ranked No. 1 among our in-market peers in key categories –
their overall satisfaction with the bank, their likelihood
to recommend us to others, and their likelihood to bank with us
in the future. On the commercial side, BB&T’s small business
and middle market banking groups have won 83 excellence
awards from Greenwich Associates since 2009, more than any
other financial institution. During a time when banks face
intense scrutiny over how they handled mortgages, BB&T
again ranked highest in client service satisfaction among
primary U.S. mortgage servicing companies by J.D. Power and
Associates. The list goes on, with top client satisfaction ratings
in areas including online banking, insurance sales, auto
dealer finance, 401(k) retirement plan sponsorship and capital
markets equity research.
Staying closely connected to client needs and opportunities
has helped BB&T become one of the nation’s leading financial
institutions. As we have grown, we have not lost sight of the
importance of those relationships and the meaningful dialogue
they create. Relationships built on trust and honesty are
the foundation of everything we do at BB&T. We will never take
them for granted.
Winner of 22 Excellence Awards from Greenwich Associates:
19 National Awards and 3 Regional Awards
Received 83 awards since 2009, more than any other bank
Greenwich Associates 2012 U.S. Middle Market Banking Study and U.S. Small Business Banking Study.