U.S. Direct Banking Satisfaction Study

online banking

The J.D. Power Direct Banking Satisfaction StudySM evaluates the satisfaction and experience of consumers who bank with a branchless, online-only bank. The analysis explores satisfaction among customers who hold checking or savings account with online-only banks.

This solution provides subscribers with the data and insights necessary to deepen relationships with online-only customers, who generally demand exceptionally low fees, competitive savings interest rates, courteous phone reps and easy digital servicing interactions.

woman using silver computer to online bank
couple using ipad on a couch


Why subscribe?

  • Understand the real state of your reputation and brand image compared with those of your peers and competitors
  • Prioritize investments and initiatives around the factors that are shown to drive the most substantial increases to customer satisfaction
  • Engineer best-in-class digital experiences using data and insights about your organization and your industry peers
  • Reduce cost-to-serve by engineering a data-backed customer service program, which resolves issues quickly and completely

Experiences Explored

Customers surveyed in this analysis answer key questions about:

  • Satisfaction with Products and Services
  • Sentiment around financial health services
  • Factors that increase the likelihood of switching, reusing, and recommending
  • And more

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the brands in the study that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each of the regions profiled this year and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.


Profiled Brands

2023 U.S. Profiled Brands - Checking

  • Ally Bank
  • American Express
  • Axos Bank
  • Capital One
  • Charles Schwab Bank
  • CIT Bank
  • Discover Bank
  • E*TRADE Bank
  • LendingClub
  • SoFi
  • TIAA Bank
  • USAA*
  • Varo Bank


*Profiled but not ranked

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2023 U.S. Profiled Brands - Savings

  • Ally Bank
  • American Express
  • Axos Bank
  • Barclays
  • Bask Bank
  • Capital One
  • Charles Schwab Bank
  • CIT Bank
  • Citi
  • Discover Bank
  • E*TRADE Bank
  • LendingClub
  • Marcus by Goldman Sachs
  • Sallie Mae Bank
  • SoFi
  • Synchrony Bank
  • TIAA Bank
  • USAA*
  • Varo Bank

*Profiled but not ranked

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2023 U.S. Profiled Brands - NeoBank

  • Acorns
  • Aspiration
  • Betterment
  • Branch
  • Bunq
  • Cash App
  • Chime
  • Cogni
  • Credit Karma Money
  • Current
  • Dave
  • GO2Bank
  • MoneyLion
  • Monzo
  • N26
  • PayPal
  • Revolut
  • Robinhood
  • Stash
  • T-Mobile Money
  • Venmo
  • Walmart MoneyCard
  • Wise
  • Wisely
  • Albert
  • M1
  • Good Money
  • Quontic
  • Scarlet
  • HMBradley
  • Juno
  • Sable
  • Ando
  • MyBambu
  • Bridge
  • Capway
  • Cheese
  • Daylight
  • Empower
  • Envel
  • Finch
  • Majority
  • One
  • Oxygen
  • PointCard
  • Qube Money
  • Save
  • Upgrade
  • Wicket
  • Yotta
  • Zeta
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