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Citizens Financial Group offers top small-business customer experience, new national banking study finds

Bank jumps to No. 2 nationally in ath Power Consulting’s 2010 Small Business Banking Study

Providence, R.I. (December 6, 2010) -  Citizens Financial Group, Inc. (CFG) was named second in the nation in delivering the best experience for small business customers by the ath Power 2010 Small Business Banking Study™.

“CFG made an impressive jump from tenth in 2009 up to second place in 2010, and received top marks among banks in its markets,” said Frank Aloi, President of ath Power Consulting Corporation.

“We work hard every day to create a consistent, high-quality experience for our small-business customers,” said Ellen Alemany, Chairman and CEO of CFG and RBS Americas. “Small businesses have been and will continue to be an important investment for us. This ranking is a welcome endorsement of our efforts to become a valued, primary banking partner for small business, where our resources and personalized service set us apart in a crowded field.”  

"We are committed to being a trusted advisor to our customers,” said Maria Tedesco, Group Executive Vice President and Director of Business Banking at CFG. “By taking the time to develop meaningful relationships with our clients, we understand their businesses and work with them to find the product solutions that best fit their needs.”

Over the past year, CFG has invested heavily in its small-business operations, with extensive training for its small-business banking specialists and support personnel. In addition to increased customer satisfaction, the bank’s focus on understanding and serving the needs of its small-business customers has resulted in increased business for CFG over the past year, including a seven percent increase in small-business customer deposits.

“The key to CFG's success in our latest study is the investment the company has made in developing its on-the-ground experts and staff,” said Mr. Aloi. “CFG clearly understands the unique needs of small business and delivers the solutions that this segment requires to successfully manage and grow their businesses.”

The ath Power 2010 Small Business Banking Study™ surveyed customers at more than 30 leading banks across the United States. For the study, nearly 700 audits were conducted by ath Power from April through September 2010 to determine which banks offer the best experience for small business customers.

Evaluation scores were based on:

  • Product and services information discussion/determining needs
  • Ease of doing business with
  • Knowledge of products and services
  • Closing elements
    A copy of the ath Power 2010 Small Business Banking Study™ can be requested at www.athpower.com/2010smbizreport.

About Citizens Financial Group

Citizens Financial Group, Inc. is a $136 billion commercial bank holding company. It is headquartered in Providence, R.I., and, through its subsidiaries, has more than 1,500 branches, approximately 3,800 ATMs and approximately 22,600 employees. Its two bank subsidiaries are RBS Citizens, N.A. and Citizens Bank of Pennsylvania. They operate a 12-state 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. CFG has non-branch retail and commercial offices in about 40 states. CFG is owned by RBS (The Royal Bank of Scotland Group plc).