FRAUD IMPACT ON BANKING CUSTOMER SATISFACTION
Financial Protection Satisfaction Study
Financial Protection Satisfaction Study
The JD Power Financial Protection Satisfaction Study assesses consumers' satisfaction with fraud prevention, monitoring, and resolution. It critically evaluates how financial institutions proactively address fraud and security concerns through in-person, digital, and contact center interactions.
This benchmarking study will answer the following:
- Do customers seek advice from their financial institution on safeguarding their accounts and personal information?
- Would advising on fraud make them feel more satisfied and trusting towards banks?
- How frequently do customers anticipate receiving updates on fraud-related issues?
- Do customers expect their banks to provide fraud-related information unrelated to their accounts, such as in a breach at another company?
Benefits
Experiencing fraud is a significant factor that can cause customers to switch financial partners. Banks and payment providers must communicate a sense of security to their customers and recognize the relationship between fraud incidents and customer satisfaction. The JD Power Financial Protection Satisfaction Study allows banks and payment providers to measure the effectiveness of security settings, fraud prevention and resolution programs.
Experiencing fraud is a significant factor that can cause customers to switch financial partners. Banks and payment providers must communicate a sense of security to their customers and recognize the relationship between fraud incidents and customer satisfaction. The JD Power Financial Protection Satisfaction Study allows banks and payment providers to measure the effectiveness of security settings, fraud prevention and resolution programs.
Experiences Explored
Explore how financial institutions can effectively convey a sense of security to their customers by exploring all stages of fraud, including:
- Fraud prevention and the general awareness and adoption of preventive steps such as prevention tips, prevention tools (security wellness review), webinars, or general scam education.
- Fraud intervention education for customers' suspicion of fraud and adoption of ongoing activities like credit score monitoring.
- Fraud resolution support provided after uncovering fraud, including reporting concerns, monitoring progress, confirming steps, and final resolution.
Explore how financial institutions can effectively convey a sense of security to their customers by exploring all stages of fraud, including:
- Fraud prevention and the general awareness and adoption of preventive steps such as prevention tips, prevention tools (security wellness review), webinars, or general scam education.
- Fraud intervention education for customers' suspicion of fraud and adoption of ongoing activities like credit score monitoring.
- Fraud resolution support provided after uncovering fraud, including reporting concerns, monitoring progress, confirming steps, and final resolution.
Key Dates
2026 U.S. Financial Protection Satisfaction Study Milestones
Field Start: September 2025
Wave 1 Publish: June 9, 2026
Wave 2 Publish: November 12, 2026
Press Release: November 17, 2026
2026 U.S. Financial Protection Satisfaction Study Milestones
Field Start: September 2025
Wave 1 Publish: June 9, 2026
Wave 2 Publish: November 12, 2026
Press Release: November 17, 2026
Press Release
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Read the latest press release
U.S. Financial Protection Satisfaction Press Release
See how our Awards make an impact.
U.S. Financial Protection Satisfaction Study Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Read the latest press release
U.S. Financial Protection Satisfaction Press Release
See how our Awards make an impact.
U.S. Financial Protection Satisfaction Study Award Information
Make decisions with confidence.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Profiled Brands
2026 U.S. Profiled Brands
- Banks
- Bank of America
- BMO
- Capital One
- Chase
- Citi
- Citizens Bank
- Comerica Bank
- Fifth Third Bank
- First Citizens Bank
- First Horizon Bank
- Flagstar Bank
- Huntington
- KeyBank
- M&T Bank
- PNC
- Regions Bank
- Santander
- TD Bank
- Truist
- U.S. Bank
- Wells Fargo
Credit Cards
- American Express
- Bank of America
- Barclays
- Capital One
- Chase
- Citi
- Credit One Bank
- Discover
- Fifth Third Bank
- FNBO
- Goldman Sachs
- Merrick Bank
- Navy Federal CU*
- PNC
- Premier Bankcard
- Synchrony
- TD Bank
- Truist
- U.S. Bank
- USAA*
- Wells Fargo
- *Profile but not ranked
2026 U.S. Profiled Brands
- Banks
- Bank of America
- BMO
- Capital One
- Chase
- Citi
- Citizens Bank
- Comerica Bank
- Fifth Third Bank
- First Citizens Bank
- First Horizon Bank
- Flagstar Bank
- Huntington
- KeyBank
- M&T Bank
- PNC
- Regions Bank
- Santander
- TD Bank
- Truist
- U.S. Bank
- Wells Fargo
Credit Cards
- American Express
- Bank of America
- Barclays
- Capital One
- Chase
- Citi
- Credit One Bank
- Discover
- Fifth Third Bank
- FNBO
- Goldman Sachs
- Merrick Bank
- Navy Federal CU*
- PNC
- Premier Bankcard
- Synchrony
- TD Bank
- Truist
- U.S. Bank
- USAA*
- Wells Fargo
- *Profile but not ranked