Bank of America 2003 Annual Report Download - page 5

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Banking Centers
Get a New Look
More than 550 new
or renovated banking
centers, like this one
in Dallas, Texas, are
scheduled to open by
2006 in locations where
the largest population
growth is expected. Many
are in neighborhoods
with a high degree of
ethnic diversity, so nearly
half of the associates
we’re hiring in the
banking centers are
able to serve customers
in a second language,
in addition to English.
BANK OF AMERICA 2003 7
We have found that customers who say they are delighted with their
banking experience are four times as likely to use more products,
three times as likely to recommend the bank to others and far more
likely to continue their relationship with the bank. So Bank of
America has invested steadily in people and processes to make a
higher standard of customer service the foundation for deepening
relationships and building customer loyalty.
With this emphasis on consistent customer service standards,
our banking center associates were able to deliver an 11% increase
in our most demanding and significant performance measurement:
Raising the Bar for Consumers
In 2003, customers opened
net new checking accounts
1,240,000
■Listening to our customers, we’re investing to improve the banking center experience.
■Customers reporting top satisfaction scores in banking centers rose 11%; retail deposits rose 12%.
■Same-store sales and sales of loans, cards, savings accounts and other products increased more than 22%.
Highlights