Bank Attributes Rating to Its Purpose of Provide Better Customer and Employee Experiences
FLORENCE, South Carolina, February 8, 2011 -First Reliance Bank's commitment to making its customers' lives better has resulted in the customer's giving the bank a 99% customer satisfaction score in a 2010 independent customer survey. The bank consistently receives high scores from its customers and had a 98% customer satisfaction in 2009. The 2010 rating is 23 points higher than the average national bank satisfaction score and 19 points higher than the average for community banks according to the American Customer Satisfaction Index.
According to Rick Saunders, CEO and President, First Reliance Bank’s unique culture of customer-centric banking begins with highly engaged associates who are passionate about the bank’s purpose, to make the lives of our customers better. “Culture is a reflection of how people act and a company’s brand. Our culture is simply the result of our associates living our core values and delivering the one word that is at the heart of who we are - to make things BETTER. When we founded the bank we chose seven core values that reflected what we truly believed would inspire customers to want to bank with us and these values became the foundation on which we built a better bank. The values of our company have always been part of the fundamental principles in my life. I believe all associates must share these same values in order to be a great fit for our company,” says Saunders.
“Many companies may attempt to create a culture of service excellence, but saying it and doing it are two very different things. Our purpose is to make the lives of our customers better and it has become a reality. We are consistently able to deliver a level of service far superior to other banks. Over the past 11 years, we’ve experienced many changes both good and bad but our seven values have kept us anchored and allowed us to make emotional connections with our customers that show we understand what’s important in their life. This is what has made us successful and a truly different bank,” adds Saunders.
We go to great lengths to recruit people who are committed to our philosophy of fast, friendly, convenient customer service, and who fit our culture,” Saunders says.
“Another important goal of First Reliance Bank is to provide associates with an incredible work experience,” Saunders concludes. “We accomplish that though committed and caring leadership, opportunities for associates to do their best work, and rewards and recognition that make their lives better. This results in our associates aligning their passions with our purpose and fulfilling an internal desire to truly make a difference. They feel they are part of something much bigger than themselves. If we can continue to make people’s lives better then we have truly made a difference! ”
ABOUT FIRST RELIANCE BANK
First Reliance Bank, founded in 1999, has assets of approximately $540 million, and employs over 140 highly talented associates. The bank serves Columbia, Charleston, and Florence markets in South Carolina. The bank was also recognized as One of the Best Places to Work in South Carolina by the SC BIZ for four consecutive years and was named 2009 Lender of the Year by the South Carolina Housing Authority. First Reliance Bank offers a unique Hometown Heroes package of benefits to serve those who are serving our communities, Check ‘N Save, a community outreach program for the unbanked or under-banked, a Customer Service Guaranty, a 5 Way Mortgage Guaranty, FREE Coin Machines, and a Worldwide NO FEE ATM Network. It also offers 8-8 Extended Hours in all of their Florence, Charleston, West Columbia and Lexington locations and is open on most traditional bank holidays. Its commitment to making customers' lives better, and the idea that ‘There's More to Banking Than Money©’ has earned the young bank a customer satisfaction rating of 99% (2010 independent research survey) and the number one market share in its headquarters city of Florence, SC. First Reliance Bank is traded as FSRL.OB. Information about the Company is available on the company’s website at www.firstreliance.com.
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