U.S. Retail Banking Satisfaction Study

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The J. D. Power Retail Banking Satisfaction StudySM  is the longest-running and most in-depth, independent analysis of retail banking customers available. While some things have changed, banks have continued to rely on this invaluable study for unbiased intelligence about retail banking customers’ satisfaction with their primary financial institution.

This study is available in U.S. and Canada and provides:

  • Customers’ satisfaction impact on bottom-line metrics, such as retention, loyalty, and advocacy.
  • Transactional and operational experiences, psychographic and emotional insights, and relationship-oriented perceptions.
  • Representative brand coverage within defined markets to give you confidence that our findings are truly reflective of the populations evaluated.
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banking

Benefits

Why subscribe?

Banks around the nation use this study to: 

  • Identify the dominant factors that drive customer satisfaction.
  • Thoroughly understand today's banking services consumers' needs, expectations, and desires.
  • Prioritize investments and initiatives around the factors that are shown to drive the most substantial increases in customer satisfaction
  • Evaluate products and services using real voice-of-the-customer data to ensure that they are in sync with evolving customer desires and needs
  • Invest in resources guided by intelligence about evolving user expectations, industry trends, and expert insights
  • Train customer service employees to tailor their approach with key client segments to reduce friction and expedite handling concerns.

Experiences Explored

Customers surveyed in this analysis answer questions about key topics about their current primary and secondary financial institution, such as:

  • Products with bank
  • Brand image
  • New account opening
  • Products and fees
  • Convenience
  • Communication and advice
  • Channel activities
  • Problem
  • Current events and market conditions
  • Financial outlook

Key Dates

2023 Dates 

23 retail

2024 Dates 

24 us retail

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.

Awards

2023 Profiled Brands

California

Bank of America
Bank of Hope
Bank of the West
Banner Bank
California Bank & Trust
Cathay Bank
Chase
Citi
Citizens Business Bank
City National Bank (CA)
Comerica Bank
East West Bank
First Bank (MO)
First Citizens Bank
First Republic Bank
Mechanics Bank
OneWest Bank
Pacific Premier Bank
Pacific Western Bank
PNC
Tri Counties Bank
U.S. Bank
Umpqua Bank
Union Bank
Wells Fargo
Westamerica Bank

California Region

Florida

Ameris Bank
AmTrust Bank
Bank of America
Bank OZK
BankUnited
Capital City Bank
Centennial Bank
Chase
Citi
Fifth Third Bank
First Citizens Bank
First Horizon Bank
Hancock Whitney Bank
PNC Regions Bank
Seacoast Bank
SouthState
Synovus Bank
TD Bank
Truist
Trustco Bank
Valley National Bank
Wells Fargo

Florida Region

Illinois

Associated Bank
Bank of America
BMO
Harris Bank
Busey Bank
Byline Bank
Chase
Citi
Fifth Third Bank
First American Bank
First Financial Bank (IN)
First Mid Bank & Trust
First Midwest Bank
FNBO
Heartland Bank
Hometown Community Banks
Huntington Midland States Bank
PNC
Regions Bank
U.S. Bank
United Community Bank (IL)
Wintrust Community Bank
Woodforest National Bank

Illinois

Lower Midwest

Academy Bank
Arvest Bank
BancFirst Bank
Midwest
Bank of America
Bank of Oklahoma
Bank of the West
BMO Harris Bank
Capitol Federal Central Bank Of The Midwest
Chase
Commerce Bank
Cornerstone Bank
Equity Bank
First Bank (MO)
First State Community Bank
First United Bank
FNBO
Great Southern Bank
Great Western Bank
IBC Bank
MidFirst Bank
Pinnacle Bank
PNC
RCB Bank
Regions Bank
Simmons Bank
Southern Bank
Sunflower Bank
U.S. Bank
UMB Bank
Wells Fargo

A map with lower midwest states highlighted

Mid Atlantic

Atlantic Union Bank
Bank of America
Capital One
Carter Bank & Trust
Chase
Citi
Citizens Bank
First Citizens Bank
First Community Bank
First National Bank
Fulton Bank
M&T Bank
PNC
Sandy Spring Bank
TD Bank
Truist
United Bank
Wells Fargo
WesBanco
Woodforest
National Bank
WSFS Bank

Virginia, Maryland, and the USA

New England

Bangor Savings Bank
Bank of America
Bar Harbor Bank & Trust
Berkshire Bank
Camden National Bank
Chase
Citizens Bank
Community Bank
Eastern Bank
KeyBank
People's United Bank
Rockland Trust
Santander
TD Bank
Webster Bank

New England Region

New York Tri-State Area

Apple Bank
Bank of America
Berkshire Bank
Capital One
Chase
Citi
Citizens Bank
Columbia Bank (NJ)
Community Bank
Dime Community Bank
First National Bank of Long Island
Five Star Bank
Fulton Bank
Investors Bank
Kearny Bank
KeyBank
Lakeland Bank
Liberty Bank
M&T Bank
NBT Bank
New York Community Bank
Northwest Bank
OceanFirst Bank
People's United Bank
PNC
Provident Bank
Santander
Sterling National Bank
TD Bank
Truist
Trustco Bank
Valley National Bank
Webster Bank
Wells Fargo

New York Region

North Central

1st Source Bank
Bank of America
BMO Harris Bank
Centier Bank
Chase
Citizens Bank
City National Bank (WV)
Comerica Bank
Community Trust Bank
Dollar Bank
Fifth Third Bank
First Commonwealth Bank
First Community Bank
First Financial Bank (IN)
First Financial Bank (OH)
First Merchants
First National Bank
Flagstar Bank
German American
Horizon Bank
Huntington
Independent Bank (MI)
KeyBank
Lake City Bank
Northwest Bank
Ohio Savings Bank
Old National
Park National Bank
Peoples Bank
PNC
Premier Bank
Regions Bank
Stock Yards Bank & Trust
Truist
U.S. Bank
United Bank
WesBanco
Whitaker Bank
Woodforest National Bank

North Central Region

Northwest

Bank of America
Bank of the West
Banner Bank
Chase
Columbia Bank
First Interstate Bank
Glacier Bank
Heritage Bank
HomeStreet Bank
KeyBank
U.S. Bank
Umpqua Bank
Washington Federal
Wells Fargo
Zions Bank

Northwest Region

Pennsylvania

Bank of America
Chase
Citizens Bank
CNB Bank
Community Bank
Dollar Bank
First Commonwealth Bank
First National Bank
Fulton Bank
Huntington
KeyBank
M&T Bank
NBT Bank
Northwest Bank
PNC
S&T Bank
Santander
TD Bank
Truist
Univest
Wells Fargo
WesBanco
Woodforest National Bank
WSFS Bank

Penn Region

South Central

Arvest Bank
BancorpSouth
Bank of America
Bank OZK
BankPlus
Cadence Bank
Capital One
CB&S Bank
Centennial Bank
Chase
Community Bank (MS)
Fifth Third Bank
First Horizon Bank
First Security Bank
FirstBank
FSNB
Hancock Whitney Bank
Origin Bank
Pinnacle Financial Partners
PNC
Regions Bank
Renasant Bank
Sabine State Bank
Simmons Bank
Southern Bancorp
Synovus Bank
The First
Truist
Trustmark
U.S. Bank
Wells Fargo
Woodforest National Bank

South Region

Southeast

Ameris Bank
Bank of America
Bank OZK
Cadence Bank
Chase
Fidelity Bank (NC)
Fifth Third Bank
First Bank
First Citizens Bank
First Horizon Bank
First National Bank
Pinnacle Financial Partners
PNC
Regions Bank
Renasant Bank
Southern Bank
SouthState
Synovus Bank
TD Bank
Truist
United Bank
United Community Bank
Wells Fargo
Woodforest National Bank

Southeast Region

Southwest

1st Bank
Academy Bank
Bank of America
Bank of Colorado
Bank of Oklahoma
Bank of the West
BMO Harris Bank
Chase
Community Banks of Colorado
First National Bank Texas
FNBO
Glacier Bank
Great Western Bank
Huntington
Independent Bank
KeyBank
MidFirst Bank
National Bank of Arizona
Nevada State Bank
PNC
Sunflower Bank
TBK Bank
U.S. Bank
Vectra Bank
Washington Federal
Wells Fargo
Zions Bank

Southwest Region

Texas

Amegy Bank
BancorpSouth
Bank of America
Bank of Texas
Bank OZK
Capital One
Chase
Comerica Bank
First Financial Bank (TX)
First National Bank Texas
First United Bank
Frost
Happy Bank
IBC Bank
Independent Bank
InterBank
PlainsCapital Bank
PNC
Prosperity Bank
Regions Bank
Simmons Bank
Southside Bank
Truist
Wells Fargo
Woodforest National Bank

Texas Region

Upper Midwest

Associated Bank
Bank of the West
BMO Harris Bank
Bremer Bank
Chase
Great Southern Bank
Great Western Bank
Huntington
MidWestOne Bank
North Shore Bank
Old National
PNC
U.S. Bank
Wells Fargo

Upper Midwest Region

2024 Profiled Brands

California

Bank of America
Bank of Hope
Bank of the West
Banner Bank
California Bank & Trust
Cathay Bank
Chase
Citi
Citizens Business Bank
City National Bank (CA)
Comerica Bank
East West Bank
First Bank (MO)
First Citizens Bank
First Republic Bank
Mechanics Bank
Pacific Premier Bank
Pacific Western Bank
PNC
Tri Counties Bank
U.S. Bank
Umpqua Bank
Union Bank
Wells Fargo
Westamerica Bank

California Region

Florida

Ameris Bank
AmTrust Bank
Bank of America
Bank OZK
BankUnited
Capital City Bank
Centennial Bank
Chase
Citi
Fifth Third Bank
First Citizens Bank
First Horizon Bank
Hancock Whitney Bank
Northern Trust
PNC
Regions Bank
Seacoast Bank
SouthState
Synovus Bank
TD Bank
Truist
Trustco Bank
Valley National Bank
Wells Fargo

Florida Region

Illinois

Associated Bank
Bank of America
BMO Harris Bank
Busey Bank
Chase
Citi
Fifth Third Bank
First American Bank
First Financial Bank (IN)
First Mid Bank & Trust
FNBO
Heartland Bank
Huntington
Midland States Bank
Old National
Old Second Bank
PNC
Regions Bank
U.S. Bank
United Community Bank (IL)
Wintrust Community Bank
Woodforest National Bank

Illinois

Lower Midwest

Academy Bank
Arvest Bank
BancFirst
Bank Midwest
Bank of America
Bank of Oklahoma
Bank of the West
BMO Harris Bank
Capitol Federal
Central Bank
Chase
Commerce Bank
Cornerstone Bank
Equity Bank
First Bank (MO)
First Interstate Bank
First State Community Bank
First United Bank  
FNBO
Great Southern Bank
IBC Bank
MidFirst Bank
Pinnacle Bank
PNC
RCB Bank
Regions Bank
Simmons Bank
Southern Bank
Sunflower Bank
U.S. Bank
UMB Bank
Wells Fargo

A map with lower midwest states highlighted

MidAtlantic

Atlantic Union Bank
Bank of America
Capital One
Carter Bank & Trust
Chase
Citi
Citizens Bank
First Citizens Bank
First Community Bank
First National Bank
Fulton Bank
M&T Bank
PNC
Sandy Spring Bank
TD Bank
TowneBank
Truist
United Bank (WV)
Wells Fargo
WesBanco
Woodforest National Bank
WSFS Bank

Virginia, Maryland, and the USA

New England

Bangor Savings Bank
Bank of America
Bar Harbor Bank & Trust
Berkshire Bank
Camden National Bank
Chase
Citizens Bank
Community Bank
Eastern Bank
KeyBank
M&T Bank
Rockland Trust
Santander
TD Bank
Webster Bank

New England Region

New York Tri-State Area

Apple Bank
Bank of America
Berkshire Bank
Capital One
Chase
Citi
Citizens Bank
Columbia Bank (NJ)
Community Bank
Dime Community Bank
Five Star Bank
Fulton Bank
Kearny Bank
KeyBank
Lakeland Bank
Liberty Bank
M&T Bank
NBT Bank
New York Community Bank
Northwest Bank
PNC
Provident Bank
Santander
TD Bank
Tompkins Bank
Truist
Trustco Bank
Valley National Bank
Webster Bank
Wells Fargo

New York Region

North Central

1st Source Bank
Bank of America
BMO Harris Bank
Centier Bank
Chase
Citizens Bank
City National Bank (WV)
Comerica
Community Trust Bank
Dollar Bank
Farmers National Bank
Fifth Third Bank
First Commonwealth Bank
First Community Bank
First Financial Bank (IN)
First Financial Bank (OH)
First Merchants
First National Bank
Flagstar Bank
German American Bank
Horizon Bank
Huntington
Independent Bank (MI)
KeyBank
Lake City Bank
Northwest Bank
Ohio Savings Bank
Old National
Park National Bank
Peoples Bank
PNC
Premier Bank
Regions Bank
Stock Yards Bank & Trust
Summit Community Bank
Truist
U.S. Bank
United Bank (WV)
Wesbanco
Whitaker Bank
Woodforest National Bank

North Central Region

Northwest

Bank of America
Bank of the West
Banner Bank
Chase
Columbia Bank
First Interstate Bank
Glacier Bank
Heritage Bank
HomeStreet Bank
KeyBank
U.S. Bank
Umpqua Bank
Washington Federal
Wells Fargo
Zions Bank

 

Northwest Region

Pennsylvania

Bank of America
Chase
Citizens Bank
CNB Bank
Community Bank
Dollar Bank
First Commonwealth Bank
First National Bank
Fulton Bank
Huntington
KeyBank
M&T Bank
NBT Bank
Northwest Bank
PNC
S&T Bank
Santander
TD Bank
Tompkins Bank
Truist
Univest
Wells Fargo
WesBanco
Woodforest Bank
WSFS Bank

Penn Region

South Central

Arvest Bank
b1Bank
Bank of America
Bank OZK
BankPlus
Cadence Bank
Capital One
CB&S Bank
Centennial Bank
Chase
Community Bank (MS)
Fifth Third Bank
First Horizon Bank
First Security Bank
FirstBank
FSNB
Hancock Whitney Bank
Origin Bank
Pinnacle Financial Partners
PNC
Regions Bank
Renasant Bank
Sabine State Bank
Simmons Bank
Southern Bancorp
Synovus Bank
The First
Truist
Trustmark 
U.S. Bank
United Community Bank
Wells Fargo
Woodforest National Bank

South Region

Southeast

Ameris Bank
Bank of America
Bank OZK
Cadence Bank
Chase
Fidelity Bank (NC)
Fifth Third Bank
First Bank
First Citizens Bank
First Horizon Bank
First National Bank
Pinnacle Financial Partners
PNC
Regions Bank
Renasant Bank
Southern Bank
SouthState
Synovus Bank
TD Bank
Truist
United Bank (WV)
United Community Bank
Wells Fargo
Woodforest National Bank

Southeast Region

Southwest

1st Bank
Academy Bank
Bank of America
Bank of Colorado
Bank of Oklahoma
Bank of the West
BMO Harris Bank
Chase
Community Banks of Colorado
First Citizens Bank
First Interstate Bank
First National Bank Texas
FNBO
Glacier Bank
Huntington
Independent Bank
KeyBank
MidFirst Bank
National Bank of Arizona
Nevada State Bank
PNC
Sunflower Bank
TBK Bank
U.S. Bank
Vectra Bank
Washington Federal
Wells Fargo
Zions Bank

Southwest Region

Texas

Amegy Bank
Bank of America
Bank of Texas
Bank OZK
Cadence Bank
Capital One
Centennial Bank
Chase
Comerica Bank
First Financial Bank (TX)
First National Bank Texas
First United Bank
Frost
Happy Bank
IBC Bank
Independent Bank
InterBank
Origin Bank
PlainsCapital Bank
PNC
Prosperity Bank
Regions Bank
Simmons Bank
Southside Bank
Sunflower Bank
Truist
Wells Fargo
Woodforest National Bank

Texas Region

Upper Midwest

Associated Bank
Bank of the West
BMO Harris Bank
Bremer
Chase
First Interstate Bank
Great Southern Bank
Huntington
MidWestOne Bank
Nicolet National Bank
Old National
PNC
U.S. Bank
Wells Fargo

Upper Midwest Region

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