Frost Bank ranks high in J.D. Power study

For the 12th consecutive year, Frost Bank received the highest ranking in customer satisfaction in Texas, as J.D. Power announced its 2021 U.S. Retail Banking Satisfaction Study. The study ranked banks doing business in Texas, including regional and large banks.

With an index score of 861 — 33 points higher than he Texas region average — Frost ranked highest in customer satisfaction among all retail banks in Texas. In addition to the top overall ranking, Frost also ranked best in class in the branch, ATM, call center and mobile banking categories.

“Where you bank matters, and that’s especially true after all the events of this past year,” said Frost Chairman and CEO Phil Green. “At Frost, we always stress the importance of building long-term relationships with customers, but the value of that relationship really becomes apparent when times are challenging.”

“I’m very proud of our team members for the way they’ve taken care of our customers, our communities, and each other,” Green continued. “This recognition is due to their hard work.”

J.D. Power has studied retail banking for 16 years but conducted a separate ranking for Texas banks for only 12 years, and Frost has topped the Texas list in all 12. 

The study measures satisfaction in six factors: account opening, channel activities, convenience, product/fees, problem resolution and communication/advice. Banks are ranked based on overall customer satisfaction in 11 regions.