U.S. Digital Banking & Credit Card Satisfaction Studies
Optimize Digital Banking and Cardholder Engagement Experiences
The Financial Services Digital Experience Suite combines online and mobile banking, along with credit card digital experience studies, into a unified benchmark of how customers engage across platforms. It evaluates adoption, usability, and satisfaction—helping financial institutions deliver seamless, high-performing digital experiences.
What the Study Measures
A Comprehensive View of Digital Banking and Cardholder Experience
Evaluates digital engagement across four core dimensions:
• Adoption across banking and credit card digital channels
• Usability across online and mobile platforms
• Satisfaction with digital interactions and experiences
• Feature effectiveness across key digital capabilities
Tracks performance:
• Engagement across banking and credit card platforms
• Performance across online and mobile channels
• Analysis collected for key experiences including Information/Content, Navigation, Visual Appeal, Speed and Awareness/usage of key features
Includes:
• Screenshots and qualitative analysis of top performers—highlighting best practices that drive the strongest online and mobile experiences
• Annual rankings and licensing opportunities
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs.
How It Works
How the Digital Banking and Credit Card Experience Studies Works
• Combines online and mobile banking with credit card digital experience studies
• Measures adoption, usability, and satisfaction across platforms
• Provides unified benchmarking across banking and cardholder journeys
• Enables cross-channel insights to improve digital experience strategy
Core Strengths
Unified Digital Insights, Better Experiences
• Provides benchmarking across banks and card issuers
• Highlights features driving satisfaction and engagement across platforms
• Reveals usability issues reducing trust and digital adoption
• Enables alignment of digital investments with customer expectations
Business Impact
Enhance Usability, Strengthen Engagement
• Improves satisfaction by identifying and resolving navigation, performance, and usability issues
• Reveals competitive gaps in features, design, and digital journeys
• Guides product and roadmap decisions with customer-driven insights
• Supports personalization through demographic and financial health segmentation
• Strengthens brand credibility through JD Power award recognition
Key Dates
2026
Field Start: January 2026
Publish: May 19, 2026
Press Release: May 28, 2026
Field Start: January 2026
Publish: May 28, 2026
Press Release: June 4, 2026
Profiled Brands
U.S. – National
Bank of America
Capital One
Chase
Citi
PNC
TD Bank
Truist
U.S. Bank
Wells Fargo
*Profiled but not ranked.
U.S. – Regional
BMO
Citizens Bank
Comerica Bank
Fifth Third Bank
First Citizens Bank
First Horizon Bank
Flagstar
Huntington
KeyBank
M&T Bank
Regions Bank
Santander
USAA*
*Profiled but not ranked.
Canada
BMO
CIBC
RBC
Scotiabank
TD
*Profiled but not ranked.
U.S. – National
Bank of America
Capital One
Chase
Citi
PNC
TD Bank
Truist
U.S. Bank
Wells Fargo
*Profiled but not ranked.
U.S. – Regional
BMO
Citizens Bank
Comerica Bank
Fifth Third Bank
First Citizens Bank
First Horizon Bank
Flagstar
Huntington
KeyBank
M&T Bank
Regions Bank
Santander
USAA*
*Profiled but not ranked.
Canada
BMO
CIBC
RBC Royal Bank
Scotiabank
TD Bank
*Profiled but not ranked.
U.S.
American Express
Bank of America
Barclays
Capital One
Chase
Citi
Credit One Bank
Discover
Synchrony
U.S. Bank
Wells Fargo
*Profiled but not ranked.
Canada
BMO
CIBC
RBC
Scotiabank
TD
*Profiled but not ranked.
U.S.
American Express
Bank of America
Barclays
Capital One
Chase
Citi
Credit One Bank
Discover
Synchrony
U.S. Bank
Wells Fargo
*Profiled but not ranked.
Canada
BMO
CIBC
RBC
Scotiabank
TD
*Profiled but not ranked.
Who should use it
Designed for Digital, CX, and Product Leaders in Financial Services
• Digital banking leaders
• Credit card product teams
• Customer experience executives
• Marketing, strategy, and C-suite stakeholders
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
