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Citizens Bank Mobile Banking apps for iPhone and Android again receive #1 ranking for Customer Satisfaction

Javelin Strategy & Research’s review of customer ratings gives Citizens Bank “2013 Highest Mobile Banking Smartphone Ratings Award”

PROVIDENCE, R.I. – Citizens Bank’s mobile banking apps for iPhone® and Android™ have earned Javelin Strategy & Research’s 2013 Highest Mobile Banking Smartphone Ratings Award for 2013, following its review of customer ratings in the Apple App Store and in Google Play. Citizens Bank’s average customer rating of 4.5 out of 5 stars for both iPhone and Android tied with the highest in the industry as reported by Javelin this week. In 2012, Javelin recognized Citizens Bank’s mobile apps as “best integrated apps” in the industry.

In recognizing Citizens, Javelin cited Citizens Bank’s “extremely satisfying experience” for its mobile banking customers and highlighted the improvements the bank made to its iPhone app that resulted in an increase in customer satisfaction ratings from a year ago.

“We are very excited once again to receive this recognition, especially since it is based on the positive feedback of our customers,” said Brad Conner, Vice Chairman for Consumer Banking for RBS Citizens Financial Group. “As we continue to invest in new functionality for Mobile Banking, we are maintaining our focus on ease of use and on providing customers with the on-the-go features to help them bank better.”

Javelin Strategy & Research’s 2013 Mobile Banking Financial Institution Scorecard benchmarks the mobile banking service offerings of the 25 largest U.S. banks and credit unions by deposit. In addition to ranking mobile apps across the industry in its research, Javelin’s report noted the “exuberant growth” in mobile banking which was accessed by 45 percent of consumers in the past 90 days, compared to 26 percent in 2012. Citizens has a year-over-year growth of more than 50 percent for mobile banking logins.

The 4.5 star customer satisfaction scores for both iOS and Android platforms mirror a recent report by Xtreme Labs' that ranked Citizens Bank #1 for mobile banking customer satisfaction.

Citizens Bank customers interested in its Mobile Banking app for iPhone can find it in the App store. Customers interested in the Mobile Banking App for Android can find it in Google Play.

For more information about Citizens Bank, visit citizensbank.com or call the bank’s 24/7 customer service center at 1-800-922-9999. The bank also is active on Facebook and Twitter.

Android™ is a trademark of Google Inc. Google Play is a trademark of Google Inc. iPhone® is a trademark of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Wireless carrier, text and/or data charges may apply.

About Citizens Bank
Citizens Bank is a division of RBS Citizens, N.A., operating its seven-state branch network in Connecticut, Delaware, Massachusetts, New Hampshire, New York, Rhode Island and Vermont. It has 47 branches and 125 ATMs in Connecticut. It has 24 branches and 52 ATMs in Delaware. It has 252 branches and 749 ATMs in Massachusetts. It has 74 branches and 194 ATMs in New Hampshire. It has 154 branches and 379 ATMs in New York. It has 82 branches and 193 ATMs in Rhode Island. It has 21 branches and 44 ATMs in Vermont.

RBS Citizens, N.A., is a subsidiary of RBS Citizens Financial Group, Inc, a $120 billion commercial bank holding company. It is headquartered in Providence, R.I., and through its subsidiaries has approximately 1,400 branches, over 3,500 ATMs and more than 18,000 colleagues. It operates a branch network in 12 states and has non-branch retail and commercial offices in more than 30 states. Its two bank subsidiaries are RBS Citizens, N.A., and Citizens Bank of Pennsylvania. They operate a branch network under the Citizens Bank brand in Connecticut, Delaware, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island and Vermont; and the Charter One brand in Illinois, Michigan and Ohio. RBSCFG is owned by RBS (the Royal Bank of Scotland Group plc). RBSCFG’s website is citizensbank.com



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