Chase Ranks Highest in Customer Satisfaction in J.D. Power National Banking Study
COSTA MESA, Calif.: 27 Sept. 2018 — Convenience, seamless digital offerings and strong checking account and credit card offerings have become the formula for customer satisfaction with the country’s largest retail banks. According to the J.D. Power 2018 U.S. National Banking Satisfaction Study,SM Chase ranks highest by consistently performing well in this formula, while excelling at preventing and resolving customer problems when they arise.
The study, now in its second year, provides a comprehensive view of customer experience with all retail bank product lines for the six national banks in the United States that account for 44% of total domestic deposits. It evaluates bank customer experience across six factors: channel interactions; deposit accounts; credit accounts; investment accounts; convenience; and problem resolution.
“The core value proposition for the largest retail banks is delivering a consistent customer experience anywhere, anytime—and across all interaction channels,” said Bob Neuhaus, Financial Services Consultant at J.D. Power. “As we dig into the results, it becomes clear that consistency, above all else, is what sets the top performers apart from the pack. Whether it’s through a credit card, a branch or a mobile banking interaction, national bank customers are most satisfied when they can rely on their bank for a consistent multi-channel experience.”
Chase ranks highest with an overall satisfaction score of 854 (on a 1,000-point scale), followed by PNC with a score of 849 and U.S. Bank with a score of 839.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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 Source: FDIC reporting for the quarter ending June 30, 2018