U.S. Direct Banking Satisfaction Study
Strengthen Customer Satisfaction and Retention in Online-Only Banking
The U.S. Direct Banking Satisfaction Study evaluates the satisfaction and experience of consumers who bank with branchless, online-only banks, delivering the insights needed to deepen relationships across checking and savings.
What The Study Measures
Deepen Relationships with Online Bank Customers
The JD 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.
How it works
How the U.S. Direct Banking Satisfaction Study Works
• Surveys consumers who hold checking or savings accounts with online-only banks
• Measures satisfaction drivers across products, services, and financial health sentiment
• Benchmarks performance across checking and savings brand lists
• Provides an annual final result and national press release
• Delivers access to PowerSource for benchmark reporting and competitor analysis
Core Strengths
Understand What Drives Online-Only Customers
• Understand your reputation and brand image vs. peers and competitors
• Prioritize investments around the factors that drive satisfaction
• Engineer best-in-class digital experiences using industry benchmarks
• Reduce cost-to-serve with a data-backed customer service program
• Directly measure fee, rate, and digital service expectations of online-only customers
Business Impact
Grow Share of Wallet and Retention
• Increases satisfaction and retention among online-only customers
• Improves conversion and cross-sell between checking and savings
• Strengthens differentiation in a crowded direct banking market
• Reduces cost-to-serve through targeted service investments
• Supports award licensing for top-performing brands
Key Dates
2026
Fielding: December 2025
Publish: April 23, 2026
Press Release: April 30, 2026
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the U.S. Direct Banking Satisfaction Study as a prerequisite.
2026 Brands Targeted to be Profiled
Profiled Brands
Checking (2026)
Acorns
Albert
Ally
American Express
Axos
Bask Bank
Betterment
Capital One
Cash App
Charles Schwab Bank
Chime
CIT Bank
Credit Karma Money
Current
Dave
Discover
E*TRADE from Morgan Stanley
EverBank
GO2Bank
GreenFi
LendingClub
MoneyLion
MyBambu
OnePay
PayPal
Quontic
Revolut
Robinhood
Salem Five Direct
Sofi
Stash
T-Mobile Money
UFB Direct
Upgrade
USAA
Varo
Venmo
Walmart MoneyCard
Wisely by ADP
Savings (2026)
Acorns
Albert
Ally
American Express
Apple Card
Axos
Barclays
Bask Bank
Betterment
BMO Alto
Bread Financial
BrioDirect powered by Webster Bank
Capital One
Cash App
Chime
CIT Bank
Citi
Credit Karma Money
Dave
Discover
E*TRADE from Morgan Stanley
Empower
EverBank
FNBO Direct
GO2Bank
GreenFi
Jenius Bank a division of SMBC MANUBANK
LendingClub
Marcus by Goldman Sachs
OnePay
Openbank
PayPal
Popular Direct
Quontic
Revolut
Robinhood
Salem Five Direct
Sallie Mae Bank
Sofi
Synchrony Bank
T-Mobile Money
UFB Direct
Upgrade
Varo
Vio Bank
Walmart MoneyCard
Designed for Direct Banking Leaders
• Digital banking executives
• Product leaders for checking and savings
• Customer experience strategists
• Marketing and brand leaders
• Customer service and operations heads
• Growth, retention, and financial health teams
Unlock Insights With the Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
