Banker

Several community banks in New England including Eastern Bank and Rockland Trust delivered some of the best customer satisfaction among banks in New England included in J.D. Power’s annual U.S. Retail Banking Satisfaction Study.

The study is based on responses from more than 84,000 retail banking customers of more than 200 of the largest banks in the United States regarding their experiences with their retail bank.

It was fielded in quarterly waves from April 2018 through February 2019, and measures banks on a 1,000 point scale based on six factors: account opening; communication and advice; channel activities; convenience; problem resolution and products and fees.

Bangor Savings Bank in Maine was the top ranked bank in New England with a score of 872, while Eastern and Rockland both had scores of 840. The New England Region Average was 799 and Bank of America finished last with 780.

“While this study identifies a mixed picture with both positive trends and opportunities for retail banks at an industry level, it also identifies a number of stand-out institutions that have developed strong reputations and loyalty by placing customers at the very center of their strategies,” Paul McAdam, senior director of banking intelligence at J.D. Power, said in a statement.

Despite the poor customer satisfaction ratings, BofA holds the largest share of deposits in Massachusetts other than State Street, with more than $76 billion, as of June 30, 2018, according to the FDIC.

Other large banks including Citizens Bank, T.D. Bank and Santander that are in the top five in terms of deposit share in Massachusetts performed better than Bank of America on J.D. Power’s study, with T.D. Bank finishing fourth in New England, Santander sixth and Citizens Bank seventh, all with scores above the regional average.