Growing America's Premier Financial Services Company

Achieving Success With Customers Customer Satisfaction Improvements 100% 80% 49.0% 42.5% 60% 40% 20% Extremely/Highly Satisfied (9-10) Delighted Satisfied (6-8) 10.2% Somewhat/Not At All Satisfied (1-5) Dissatisfied 12.6% 0% 4Q 2001 3Q 2003 5 Bank of America Higher Standards

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