The Top U.S. Banks for Customer Satisfaction in 2025
Banking customer satisfaction is on the rise across the U.S. in an unexpected trend, given current economic challenges.
We are in an uncertain economic environment and many U.S. consumers report declining consumer financial health and annual household income. This isn’t great news for banks, but despite these challenges, banks are prioritizing personalized relationships and giving their customers the tools they need to manage their finances more effectively. The end result is happier customers who are more likely to stay loyal to their current financial institution.
Insights from the JD Power 2025 U.S. Retail Banking Satisfaction StudySM, released on March 27, 2025, highlight what’s behind these trends. The study, currently in its 20th year, measures consumer satisfaction across seven key dimensions: trust, people, account offerings, banking convenience, saving time and money, digital channels, and problem resolution.
Keep reading for a look at which banks are excelling in your region.
2025 JD Power U.S. Retail Banking Award Winners by Region:
- California: Chase
- Florida: Fifth Third Bank (for a second consecutive year) and TD Bank in a tie
- Illinois: Wintrust Community Banks (for a fourth consecutive year)
- Lower Midwest Region: BancFirst (for a third consecutive year)
- Mid-Atlantic Region: Capital One (for a second consecutive year)
- New England Region: Bangor Savings Bank (for an eighth consecutive year)
- North Central Region: Centier Bank
- Northwest Region: Banner Bank
- New York Tri-State Region: Liberty Bank
- Pennsylvania: Chase
- South Central Region: Capital One
- Southeast Region: United Community Bank (for a second consecutive year)
- Southwest Region: 1st Bank (for a fifth consecutive year)
- Texas: Frost (for a 16th consecutive year)
- Upper Midwest Region: Gate City Bank
Key Findings From the JD Power 2025 Study
While many banking customers may be concerned about some aspect of their finances, overall customer satisfaction with retail banks is up by 11 points from 2024. The likelihood that customers will stay loyal to their current bank has also risen by 2 percentage points. Banks are focusing on personalized experiences, and it’s paying clear dividends—but what strategies are driving these improvements?
- Educating Customers About Fees
No one likes surprise costs or hidden fees. Banks that have put efforts into helping their customers understand fee structures have helped many of them avoid unnecessary charges. It’s a proactive and customer-centric approach that’s played a key part in boosting overall customer satisfaction. - Efficient Problem Resolution
A small percentage of customers are going to experience fraudulent or incorrect charges, no matter how careful or secure their banking processes are. Surveyed customers of the leading banks have a more satisfying experience resolving problems when they do occur. - Increased Visibility of Support Services
Tools are only useful if they’re available, and more customers are being made aware of financial health tools like credit score monitoring and budgeting tools provided by their banks. Though these resources aren’t necessarily new, many customers may have been unaware of them. Easier access to these features, along with other benefits like streamlined direct deposit options, make it easier for customers to manage their finances.
How JD Power banking awards and rankings help consumers to make informed choices
The sheer number of options when it comes to financial institutions, lenders, products, and services can be overwhelming for customers. The choice fatigue makes it difficult for the average consumer to tell which bank best meets their needs or prioritizes features that are important to them.
Online reviews only make the problem worse, which are usually comprised of opinions from a small but vocal and ultimately unrepresentative group of customers.
JD Power is a trusted voice when it comes to providing an accurate and reliable picture of customer satisfaction. With study results grounded in the real-world experiences of over 100,000 banking customers, JD Power presents unbiased and independently funded research based on a statistically representative group of customers.
It’s the kind of comprehensive analysis that consumers can trust for an in-depth look at what banks are doing to make their customers happy, as well as common complaints. Taken together, it’s a complete picture that helps consumers make better, more informed decisions when looking for the best banking experiences.
Tips for Choosing a Bank
Finding the right bank doesn’t have to be overwhelming, even in an uncertain economy with countless options. The JD Power 2025 U.S. Retail Banking Satisfaction Study helps customers identify which banks are delivering standout experiences in each region. Use the findings above as a starting point to find the best bank near you.
Start by visiting the bank’s website to explore their account offerings, tools, and services that are of interest to you. Most banks also have a tool that can help you locate the nearest branch location to you. Consider visiting a location near you to speak with a representative and ask any questions you may have prior to opening an account.
Doing your homework can help you to make a well-informed decision about which retail bank to work with and can set you up for the most satisfying banking experience possible.
