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2004 Annual Report: Portrait of a Bank: Portrait of a Consumer Bank

Convenience, process excellence and consistent service standards drive growth.

Bar graph shows annual growth in net new checking accounts for 2002 - 2004
Checking
Bar graph shows annual growth in net new savings accounts for 2002 - 2004
Savings

(Net new accounts in millions)
*includes Fleet

Growth of net new checking
accounts and net new savings accounts

With the addition of the Fleet franchise early in 2004, Bank of America is now a fixture in all four densely populated corners of the United States, including New York’s Times Square, pictured on the previous page, as well as in the fastest-growing markets in between—in all, 29 states and the District of Columbia. Seventy-six percent of the U.S. population lives in our geographic footprint, including the vast majority of multicultural residents who drive U.S. population growth: 93% of Hispanic households, 86% of Asian households and 77% of African-American households.

Beyond these obvious geographic and cultural advantages, our 33 million customer households enjoy the speed and convenience of Bank of America’s leading online banking and electronic bill-pay services; a voice-recognition telephone system that balances easy self-service options with quick access to highly trained telephone bankers; and the largest bank-owned ATM network in the nation.

Through these multiple channels, Bank of America provides a broad and innovative range of services, including banking center access to residential mortgages, consumer investment and retirement services.

The density of our presence in the nation’s diverse urban regions creates the opportunity to provide financial solutions to movers, home buyers and neighborhood businesses, as well as newcomers to the United States who confront language and cultural challenges. We are a market leader, for example, with Hispanics, doing business with 44% of U.S. Hispanic households. The majority of new banking centers we opened over the past two years serve Hispanic neighborhoods.

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Consumer Banking product sales in 2004 increased 33% over the previous year, including 6.2 million new credit card accounts, compared with 5.9 million the previous year.

The 11% retail deposit growth in 2004 was nearly double the national retail deposit growth rate of 5.6% in the same period.

Bank of America set a new standard in the remittance industry by eliminating SafeSend® money-transfer fees for Chicago customers who send money to Mexico—the first step toward eliminating those charges nationwide during 2005.