Primary checking is an essential, anchor relationship – winning it drives cross-sell, deposit growth, and customer lifetime value. The JD Power Millennial & Gen Z Checking Satisfaction Study evaluates the experience of Millennial (born 1982 – 1994) and Gen Z (born 1995 – 2008) consumers who have a primary checking or everyday spending account with a national, regional, online-only bank, or neobank.
Study subscribers gain actionable insights into customer awareness, engagement, ease of use, and pain points, helping them deepen relationships with younger customers who prioritize digital-first, seamless, secure, and transparent experiences.
Study Details
This study allows banks to:
- Inform acquisition playbooks on why key customers segments choose their primary checking account
- Benchmark performance directly against competitors to understand wallet share and identify critical gaps impacting retention
- Determine the specific checking account features and services that Millennial and Gen Z consumers use and value the most
- Evaluate the fee experience to help restructure policies, improve transparency, and reduce frustrations
- Use real voice-of-customer data to improve communication effectiveness, including recall, quality, and relevance
This study allows banks to:
- Inform acquisition playbooks on why key customers segments choose their primary checking account
- Benchmark performance directly against competitors to understand wallet share and identify critical gaps impacting retention
- Determine the specific checking account features and services that Millennial and Gen Z consumers use and value the most
- Evaluate the fee experience to help restructure policies, improve transparency, and reduce frustrations
- Use real voice-of-customer data to improve communication effectiveness, including recall, quality, and relevance
KEY DATES
2026 U.S. MILLENNIAL & GEN Z CHECKING SATISFACTION STUDY MILESTONES
- Fielding: June 2026
- Publish: September 23, 2026
- Press Release: September 29, 2026
2026 U.S. MILLENNIAL & GEN Z CHECKING SATISFACTION STUDY MILESTONES
- Fielding: June 2026
- Publish: September 23, 2026
- Press Release: September 29, 2026
PROFILED BRANDS
2026 Brands Targeted to be Profiled (final profiled list will be available upon study publication)
National Banks
•Bank of America
•Capital One
•Chase
•Citi
•PNC
•TD Bank
•Truist
•Wells Fargo
•U.S. Bank
Regional Banks
•BMO
•Citizens Bank
•Fifth Third Bank
•First Citizens Bank
•First Horizon Bank
•Flagstar Bank
•Huntington
•KeyBank
•M&T Bank
•Regions Bank
•Santander
Online-Only Banks
•Acorns
•Ally Bank
•American Express
•Cash App
•Chime
•Credit Karma Money
•Current
•Dave
•GO2Bank
•MoneyLion
•OnePay
•PayPal
•SoFi
•USAA*
•Varo Bank
•Venmo
•Walmart MoneyCard
*Profiled but not ranked
2026 Brands Targeted to be Profiled (final profiled list will be available upon study publication)
National Banks
•Bank of America
•Capital One
•Chase
•Citi
•PNC
•TD Bank
•Truist
•Wells Fargo
•U.S. Bank
Regional Banks
•BMO
•Citizens Bank
•Fifth Third Bank
•First Citizens Bank
•First Horizon Bank
•Flagstar Bank
•Huntington
•KeyBank
•M&T Bank
•Regions Bank
•Santander
Online-Only Banks
•Acorns
•Ally Bank
•American Express
•Cash App
•Chime
•Credit Karma Money
•Current
•Dave
•GO2Bank
•MoneyLion
•OnePay
•PayPal
•SoFi
•USAA*
•Varo Bank
•Venmo
•Walmart MoneyCard
*Profiled but not ranked
Press Release & 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.
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.
COMPETITIVE INSIGHTS AT YOUR FINGERTIPS
Study subscribers can leverage comprehensive results and customizable reports to inform strategies, set ambitious goals, and optimize products and services.
Outmaneuver the competition by using PowerSource - our interactive data platform - to uncover actionable insights, identify performance gaps, and capitalize on strengths.
Study subscribers can leverage comprehensive results and customizable reports to inform strategies, set ambitious goals, and optimize products and services.
Outmaneuver the competition by using PowerSource - our interactive data platform - to uncover actionable insights, identify performance gaps, and capitalize on strengths.
Let's Connect
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For all other inquiries, you can contact us here.
JD Power studies, products, and services are available for purchase. If you’re interested in subscribing to a JD Power study or becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a JD Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.