U.S. Digital Banking & Credit Card Satisfaction Studies
Benchmark and Optimize the Digital Experiences That Define Modern Banking and Cardholder Engagement
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.
