Huntington National Bank 2004 Annual Report Download - page 19

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KEY FINANCIAL MEASURES
in thousands 2004 2003
Operating Revenues (fully taxable equivalent) $ 950,274 $ 924,248
Operating Earnings 229,828 172,876
Total Loans and Leases (December 31) 16,524,293 13,784,945
RETAIL BANKING PROFILE
Customer base comprised of 825,000 customers, of which 66,000 are small businesses.
Products and services include home equity loans, first mortgage loans, installment loans, small business loans, and deposit products,
as well as cash management, investment, and insurance services.
COMMERCIAL BANKING PROFILE
Customer base primarily comprised of middle market companies with annual sales of $10-$500 million and larger corporations
headquartered in our marketplace.
Products and services include commercial and industrial loans, commercial construction financing, equipment leasing, deposit
products, cash management, and international trade services, as well as alternative financing solutions through the Huntington’s
Capital Markets Group.
REVIEW
Retail Banking
Within our seven banking regions, we position Huntington as the “local bank with national resources.” Our Retail Banking strategy
is to be the bank of choice for financial services to individuals and small businesses in our communities. We offer a high level of
customer service combined with competitive products and convenience. Although the role of banking office delivery remains
central, we are committed to meeting the changing needs of our customers, including expanding our Internet banking services
and opening new banking offices within our footprint. A central element to our strategy is our focus on customer needs. We aspire
to have every customer experience a feeling of “Simply the Best” service… to make every customer’s experience memorable. Our
consistent customer growth last year indicates success in attracting new customers, as well as increasing customer loyalty.
The success we have enjoyed can be attributed to building our sales and service culture. This is done with strong product offerings
and by using the same sales and service processes in every office and with every business and mortgage banker. We have used the
same sales and service process for the past three years and continue to enhance associate training. It is working. Our sales/per
day/per banker has increased, along with overall same store sales by product. Our investments in technology are making banking
easier and more convenient. We installed a new business loan application system, enabling us to make faster lending decisions
for our customers. We also introduced a new enterprise sales and service technology platform, allowing all customer data to be
viewed in one place. This provides our bankers with a state-of-the-art customer relationship management and follow-up system,
allowing them to make every customer experience personal.
Complementing our improved sales process is a dedication to banking basics. Customers can access their accounts 24 hours a day,
thanks to our robust Internet banking and telephone banking capability, and approximately 700 ATMs. Our Internet banking service,
which now serves more than 211,000 customers, is rated one of the best among all banks by both Gomez and Speer & Associates,
recognized industry ranking organizations. Internet banking is used by 40% of our retail households, one of the highest penetration
ratios in the industry. Our call centers, which offer personal customer service with dedicated and highly trained staff, augment
our banking office delivery system. They handle many routine telephone calls previously directed to banking offices or business
bankers, such as questions about loan payments, CD rates and account balances. We also have a specialized unit for business clients,
as well as a group that focuses on service issues. With high usage of our Internet service, telephone banking, and our ATM network,
we are making it convenient and easy for customers to bank with us.
We are making progress. This past year we demonstrated clearly our ability to grow loans and deposits for both consumers
and small businesses in all of our regions. We had another very good year in our mortgage business, with $4.2 billion in
mortgages originated. We also improved cross-sell results and made significant strides in growing consumer and small business
checking households.
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