Banking

Financial Health and Advice Satisfaction Study

banker meeting clients

By measuring the experiences of customers from the largest financial institutions, we quantify the impact of advice and financial health support on customer loyalty. J.D. Power provides insights on how to better target education, support, and tools that move the needle.

  • Fine-tune your communication relevance.
  • Understand how technology can be used to help customers stay honest regarding their financial health and stick with their goals.
  • Gain continuous access to customer feedback and competitive market benchmarks. 

The J.D. Power Financial Health and Advice Satisfaction Study, Monthly Polaris Report, and Financial Health Support Certifications are available in the U.S. and Canada.

woman banker
using graphs to plan out finances

Benefits

Why subscribe?

A subscription to this study provides profiles of the financial literacy and wellness of retail customers and offers insights to help financial institutions better target education, support, and tools that improve customer financial health.

Understand the demand for advice and financial health services

Financial Health and Advice Satisfaction Study

  • Annual assessment and benchmark that examines banking and credit card customers through the lens of financial health
  • Customers rate the performance of their primary bank and their primary credit card provider at supporting their personal financial health and literacy.
  • Customers surveyed in this analysis answer questions about:

    • Products with Bank
    • Financial Health Profiles
    • Primary Retail Bank
    • Primary Credit Card Provider
    • Overall Support of Financial Health
    • Channels of Communication and Interaction
    • Satisfaction with Advice/ Guidance Received
    • Deep Demographic Profiles

 

Discuss Subscription Options 

Complementary Polaris Report

Continuous research that provides monthly insights on the current state of customer behaviors regarding their financial health and literacy.

  • Battery of ~30 questions with ~10 of which may change monthly to reflect market changes
  • 4,000 consumers surveyed each month
  • Reports are delivered throughout the subscription year—12 monthly Polaris surveys. 

 

Request Polaris Details

Financial Health Support Certification

In addition to providing an assessment of performance compared to recommended best practices and voice of the customer research, the program also enables recognition for outstanding customer satisfaction with financial health support for eligible banks and credit card issuers, achieving top quintile performance against industry benchmarks, as well as operational best practices.

Key Dates

2023 U.S Key Dates

23 US Fin Health and Advice

2023 Canada Key Dates

23 CA Fin Health and Advice

Press Release & Award Information

J.D. Power will issue a national press release highlighting key findings and trends from the study and include top-to-bottom rankings of the brands that meet J.D. Power’s predetermined research criteria. The brand(s) that rank(s) highest in each of the regions 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

Brands profiled in previous years will be added when available. View profiled brands in the past year from the list below.

2023 U.S. Banking Advice

  • Ally Bank*
  • Bank of America
  • Bank of the West
  • BMO Harris Bank
  • Capital One
  • Chase
  • Citi
  • Citizens Bank
  • Comerica Bank
  • Discover*
  • Fifth Third Bank
  • First Citizens Bank
  • First Horizon Bank
  • Huntington
  • KeyBank
  • M&T Bank
  • Navy Federal Credit Union*
  • PNC
  • Regions Bank
  • Santander
  • TD Bank
  • Truist
  • U.S. Bank
  • Union Bank
  • USAA*
  • Wells Fargo

profiled but not ranked

2023 U.S. Banking Financial Support (no award for this segment)

  • Ally Bank
  • Bank of America
  • Bank of the West
  • BMO Harris Bank
  • Capital One
  • Chase
  • Citi
  • Citizens Bank
  • Comerica Bank
  • Discover
  • Fifth Third Bank
  • First Citizens Bank
  • First Horizon Bank
  • Huntington
  • KeyBank
  • M&T Bank
  • Navy Federal Credit Union
  • PNC
  • Regions Bank
  • Santander
  • TD Bank
  • Truist
  • U.S. Bank
  • Union Bank
  • USAA
  • Wells Fargo

profiled but not ranked

2023 U.S. Credit Card Financial Support (no award for this segment)

  • American Express
  • Bank of America
  • Bank of the West
  • Barclays
  • BMO Harris
  • Capital One
  • Chase
  • Citibank
  • Citizens Bank
  • Comerica Bank
  • Credit One
  • Discover
  • Fifth Third Bank
  • Goldman Sachs
  • HSBC
  • Huntington
  • KeyBank
  • M&T Bank
  • Navy Federal Credit Union*
  • PNC
  • Regions Bank
  • Santander
  • Synchrony
  • TD Bank
  • Truist
  • U.S. Bank
  • Union Bank
  • USAA*
  • Wells Fargo

profiled but not ranked

2023 Canada Banking Advice

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

2023 Canada Banking Financial Support (no award for this segment)

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

2023 Canada Credit Card Financial Support (no award for this segment)

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

J.D. Power Solutions

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