Understand How Well You Serve the Next Generation

Evaluates satisfaction across key drivers for Millennial and Gen Z customers:

• Digital experience quality (mobile app usability, online banking ease)
• Ease of account management and transactions
• Communication clarity and transparency (fees, policies)
• Customer support effectiveness and accessibility
• Perceived financial support during key moments
• Trust and emotional connection with the bank

Tracks:

Customer satisfaction with primary checking account

• Use of digital channels vs. traditional channels
• Multi-banking behaviors and account ownership trends
• Customer perceptions of support and guidance
• Engagement across communication channels
• Demographic and generational differences (Gen Z vs. Millennial)

Includes:

• Benchmarking across national, regional, and direct banks
• Analysis of satisfaction drivers for younger segments
• Insights into switching behavior and loyalty trends
• Data on digital engagement and support expectations
• Performance comparisons tied to customer experience delivery

JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite.