CA Retail Banking Satisfaction Study
Benchmark Retail Banking Experiences That Drive Loyalty
The JD Power Retail Banking Satisfaction Study delivers the most comprehensive and trusted measurement of customer satisfaction across Canada’s large and midsize banks. Based on direct feedback from banking customers, the study evaluates how well financial institutions perform across critical interactions that shape loyalty, retention, and advocacy.
A Complete View of Retail Banking Customer Experience
The study measures key retail banking experience dimensions:
• Trust
• People
• Account offerings
• Allowing customers to bank how and when they want
• Saving time and money
• Digital channels
• Resolving problems or complaints
Includes:
• Primary and secondary relationships
• Customer perception insights
• Competitive benchmarking
• Behavioral analysis
How the Retail Banking Study Works
• Surveys retail banking customers across primary and secondary relationships
• Measures satisfaction across transactional and relationship-based interactions
• Benchmarks performance against competitors and industry leaders
• Applies KPI analysis to identify highest-impact improvement opportunities
• Delivers insights to guide experience, retention, and growth strategies
Strengthen Experience, Improve Competitive Position
• Provides competitive benchmarks across peer banks and industry performance leaders
• Identifies key drivers of satisfaction across the full banking relationship lifecycle
• Enables deep analysis through online data tools and segmentation capabilities
• Delivers executive insights with recommendations and evolving best practices
• Supports strategic planning with actionable insights into customer expectations
Increase Loyalty, Grow Share of Wallet
• Improves customer retention through targeted enhancements across key banking touchpoints
• Strengthens loyalty by aligning experiences with evolving customer expectations and needs
• Increases share of wallet through improved engagement and relationship depth
• Enhances brand reputation through consistent, high-quality banking experiences delivered
• Supports growth by prioritizing investments that improve satisfaction and retention
Key Dates
2026
Field Start: January 2025
Wave 1 Publish: April 15, 2026
Wave 2 Publish: October 6, 2026
Press Release: October 15, 2026
Press Release & Award Information
JD Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet JD Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the JD Power award licensing program, which requires subscribing to the study as a prerequisite.
Profiled Brands
2026 Profiled Brands
ATB Financial
BMO
CIBC
Desjardins
National Bank of Canada
RBC
Scotiabank
Simplii Financial
Tangerine Bank
TD
Who should use it
Designed for Leaders Driving Customer-Centric Growth
• C-suite executives
• Customer experience & operations leaders
• Product and strategy teams
• Marketing and brand leaders
• Digital transformation executives
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.
