Payments

Digital Banking and Credit Card Studies Platform

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The J.D. Power Digital Banking & Credit Card Satisfaction StudiesSM explore adoption and satisfaction with the digital channels of leading banks and credit card issuers. There are four studies to choose from: 

  • Banking Mobile App Satisfaction Study
  • Banking Online Satisfaction Study
  • Credit Card Mobile App Satisfaction Study 
  • Credit Card Online Satisfaction Study

Available in the U.S. and Canada. 

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woman in gray sweater holds a credit card

Benefits

Why subscribe?

Explore adoption and satisfaction with the features and content of leading financial institutions’ online properties and identify what drives best-in-class online customer experience. The studies provide critical benchmarking information and qualitative feedback on online experiences based on nearly 6,800 customer responses.

Experiences Explored

Customers surveyed in this analysis answer questions about:

  • Information/Content
  • Navigation
  • Visual Appeal
  • Speed
  • Awareness/usage of key features, including

Key Dates

2023 U.S. Key Study Dates

U.S. Digital Banking Studies Key Dates

2023 Canada Key Study Dates

23 CA Mobile Web Bank and CC

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the brands in the platform that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each study profiled this year and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

Awards

Profiled Brands

2023 Banking Online Satisfaction Study Profiled Brands

Brands are listed according to their award segment. Subscribers will receive access to data for all profiled banks respective to the subscription agreement. U.S. and Canada Studies are sold separately. 

U.S. – National
•    Bank of America
•    Capital One
•    Chase
•    Citi
•    PNC
•    TD Bank
•    Truist
•    U.S. Bank
•    Wells Fargo

U.S. – Regional
•    Bank of the West
•    BMO Harris Bank
•    Citizens Bank
•    Comerica Bank
•    Fifth Third Bank
•    First Citizens Bank
•    First Horizon Bank
•    Huntington
•    KeyBank
•    M&T Bank
•    Regions Bank
•    Santander
•    Union Bank

Canada
•    BMO Bank of Montreal
•    CIBC
•    RBC Royal Bank
•    Scotiabank
•    TD Canada Trust
 

2023 Banking Mobile App Satisfaction Study Profiled Brands

Brands are listed according to their award segment. Subscribers will receive access to data for all profiled banks respective to the subscription agreement. U.S. and Canada Studies are sold separately.

U.S. – National
•    Bank of America
•    Capital One
•    Chase
•    Citi
•    PNC
•    TD Bank
•    Truist
•    U.S. Bank
•    Wells Fargo

U.S. – Regional
•    Bank of the West
•    BMO Harris Bank
•    Citizens Bank
•    Comerica Bank
•    Fifth Third Bank
•    First Citizens Bank
•    First Horizon Bank
•    Huntington
•    KeyBank
•    M&T Bank
•    Regions Bank
•    Santander
•    Union Bank

Canada
•    BMO Bank of Montreal
•    CIBC
•    RBC Royal Bank
•    Scotiabank
•    TD Canada Trust

2023 Credit Card Online Satisfaction Study Profiled Brands

U.S. and Canada Studies are sold separately.

U.S.
•    American Express
•    Bank of America
•    Barclays
•    Capital One
•    Chase
•    Citi
•    Credit One Bank
•    Discover
•    Synchrony Bank
•    U.S. Bank
•    Wells Fargo

Canada
•    American Express
•    BMO Bank of Montreal
•    Canadian Tire
•    Capital One
•    CIBC
•    Desjardins
•    Duo Bank
•    MBNA
•    National Bank of Canada
•    PC Financial
•    RBC Royal Bank
•    Scotiabank
•    Tangerine Bank
•    TD Canada Trust
 

2023 Credit Card Mobile App Satisfaction Study Profiled Brands

U.S. and Canada Studies are sold separately.

U.S.
•    American Express
•    Bank of America
•    Barclays
•    Capital One
•    Chase
•    Citi
•    Credit One Bank
•    Discover
•    Synchrony Bank
•    U.S. Bank
•    Wells Fargo

Canada
•    American Express
•    BMO Bank of Montreal
•    Canadian Tire
•    Capital One
•    CIBC
•    Desjardins
•    Duo Bank
•    MBNA
•    National Bank of Canada
•    PC Financial
•    RBC Royal Bank
•    Scotiabank
•    Tangerine Bank
•    TD Canada Trust
 

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