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Flagstar honored with J.D. Power top customer service award

NationalMortgageProfessional.com
Jun 29, 2010

Flagstar Bancorp Inc., the holding company for Flagstar Bank FSB, was recognized for achieving the highest ranking in the 2010 J.D. Power and Associates Retail Banking Satisfaction Study. Flagstar topped the North Central Region which includes Michigan, Indiana, Ohio, Kentucky and West Virginia. In a ceremony at Flagstar headquarters, the company also honored employees for their contributions toward achieving this elite customer service award. At the ceremony, Rockwell Clancy, executive director of financial services for J.D. Power and Associates, presented a trophy to Joseph P. Campanelli, president and chief executive officer of Flagstar Bank. Flagstar Bank also separately recognized employees representing six of the Bank's regions who were honored for attaining high levels of customer satisfaction and for their achievements, dedication and commitment to the company. "We are thrilled to publicly recognize the people who have helped to make this happen, our valued team members at Flagstar Bank," said Campanelli. "Today's presentation of the J.D. Power and Associates trophy for achieving the highest ranking in customer satisfaction in the North Central Region is a tremendous milestone that we have worked hard for. Flagstar prides itself on providing our customers with hands-on, personal and practical customer service and today we celebrate this good news with our loyal customers and our dedicated team members." J.D. Power and Associates found that Flagstar performed particularly well on the crucial factor of in-person transactions. "In the midst of the financial crisis, many banks placed more emphasis on managing costs and credit than on providing a superior experience to customers, but not so at Flagstar," said Clancy. "Flagstar employees consistently deliver on the key performance indicators of greeting customers, waiting on them promptly, offering additional assistance, and thanking customers for their business." The 2010 J.D. Power and Associates Retail Banking Satisfaction Study analyzed customer satisfaction with the retail banking experience based on six factors: ►Account activities ►Account information ►Facility ►Fees ►Problem resolution ►Product offerings. With a score of 800, Flagstar Bank ranked the highest in the North Central region and was 47 points above the regional average. As part of the ceremony, Campanelli recognized Flagstar employees who exemplify the Bank's commitment to high quality customer service: ►Megan Belford, West Bloomfield, Mich. branch, resident of West Bloomfield, Mich. ►Kia Drake, Birmingham, Mich. branch, resident of Birmingham, Mich. ►Jerry Galaviz, Dearborn, Mich. branch, resident of Dearborn, Mich. ►Sara Radstake, Pontiac, Mich. branch, resident of Pontiac, Mich. ►Jerry Sparks, Greenfield, Ind. branch, resident of Greenfield, Ind. ►Mary Stiles, Jackson, Mich. branch, resident of Parma, Mich. ►Glenn Viening, Grandville, Mich., branch, resident of Grandville, Mich. For more information, visit www.flagstar.com.
Published
Jun 29, 2010