U.S. Retail Banking Satisfaction Study
The Industry’s Most Trusted Benchmark of Retail Banking Satisfaction
The Retail Banking Satisfaction Study is the longest-running and most in-depth independent analysis of retail banking customers. For decades, banks have relied on it to understand how satisfaction impacts loyalty, advocacy, and growth—and to gain unbiased, market-specific insights into customer needs and behaviors.
What the Study Measures
A Comprehensive View of Today’s Retail Banking Customer
Evaluates customer experience across seven core dimensions:
• Account offerings
• Banking how and when I want
• Digital channels
• Helping save time or money
• Level of trust
• People
• Problem resolution
Includes:
• Verified voice-of-customer feedback
• Customized executive presentation and strategy session with data-driven, actionable recommendations.
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs.
• In-year wave reporting to track performance trends and movement across key measures.
• Annual rankings and licensing opportunities
• Access to the JD Power Credit Union Satisfaction Study results for the same year.
How It Works
How the Retail Banking Study Works
• Captures transactional, operational, emotional, and relationship feedback from customers
• Measures satisfaction across digital, branch, service, and product experiences
• Links satisfaction to loyalty, trust, and customer lifetime value
• Provides market-level benchmarking across regions and customer segments
Core Strengths
Higher Satisfaction, Stronger Customer Loyalty
• Identifies dominant factors influencing overall banking satisfaction
• Reveals evolving customer needs, expectations, and preferences
• Highlights gaps across digital, branch, and service experiences
• Enables investment prioritization to maximize ROI and satisfaction
Business Impact
Improve Retention, Strengthen Loyalty
• Helps banks understand how satisfaction drives loyalty and advocacy
• Prioritizes investments that improve customer experience ROI
• Reduces friction across digital and branch interactions
• Benchmarks performance against national and regional competitors
• Provides VOC insights to guide product and service strategy
Key Dates
2026
Field Start: January 2025
Wave 1 Publish: July 9, 2025
Wave 2 Publish: September 23, 2025
Wave 3 Publish: January 6, 2026
Wave 4 Publish: March 17, 2026
Press Release: March 26, 2026 2027 US Retail Banking Satisfaction Study Milestones
2027
Field Start: January 2026
Wave 1 Publish: July 8, 2026
Wave 2 Publish: September 22, 2026
Wave 3 Publish: January TBD, 2027
Wave 4 Publish: March TBD, 2027
Press Release: March TBD, 2027 2026 CA Retail Banking Satisfaction Study Milestones
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 featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Profiled Brands
California
Banc of California
Bank of America
Bank of Hope
Banner Bank
BMO
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
Homestreet Bank
Mechanics Bank
Pacific Premier Bank
Pacific Western Bank
PNC
Tri Counties Bank
U.S. Bank
Umpqua Bank
Union Bank
Wells Fargo
Westamerica Bank
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
Flagstar Bank
Hancock Whitney Bank
Northern Trust
PNC
Regions Bank
Seacoast Bank
South
State
Synovus Bank
TD Bank
Truist
Trustco Bank
United Community Bank
Valley National Bank
Wells Fargo
Illinois
Associated Bank
Bank of America
BMO
Busey Bank
Byline Bank
Chase
Citi
Fifth Third Bank
First American Bank
First Financial Bank (IN)
First Mid Bank & Trust
FNBO
Heartland Bank
Huntington
Midland States Bank
Morton Community Bank
Old National
Old Second
PNC
Regions Bank
U.S. Bank
United Community Bank (IL)
Wintrust Community Bank
Woodforest National Bank
Lower Midwest
Academy Bank
Arvest Bank
Banc
FirstBank Midwest
Bank of America
BMOBOK Financial (includes Bank of Oklahoma)
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
MidFirst Bank
Pinnacle Bank
PNCRCB Bank
Regions Bank
Simmons Bank
Southern Bank
Sunflower Bank
U.S. Bank
UMB Bank
Wells Fargo
MidAtlantic
Atlantic Union Bank
Bank of America
Burke & Herbert Bank
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
Lower Midwest
Academy Bank
Arvest Bank
Banc
FirstBank Midwest
Bank of America
BMOBOK Financial (includes Bank of Oklahoma)
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
MidFirst Bank
Pinnacle Bank
PNCRCB Bank
Regions Bank
Simmons Bank
Southern Bank
Sunflower Bank
U.S. Bank
UMB Bank
Wells Fargo
MidAtlantic
Atlantic Union Bank
Bank of America
Burke & Herbert Bank
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
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 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
Flagstar
Fulton 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 Bank
Trustco Bank
Valley National Bank
Webster Bank
Wells Fargo
North Central
1st Source Bank
Bank of America
BMO
Burke & Herbert Bank
Centier Bank
Chase
Citizens Bank
City National Bank (WV)
Comerica Bank
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
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
Republic Bank
Stock Yards Bank & Trust
Summit Community Bank
Truist
U.S. Bank
United Bank
WesBanco
Whitaker Bank
Woodforest National Bank
Northwest
Bank of America
Banner Bank
BMO
Chase
First Interstate Bank
Glacier Bank
Heritage Bank
HomeStreet Bank
KeyBank
U.S. Bank
Umpqua Bank
WaFd
Wells Fargo
Zions Bank
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
Mid Penn Bank
NBT Bank
Northwest Bank
PNCS&T Bank
Santander
Somerset Trust Company
TD Bank
Tompkins Bank
Truist
Univest
Wells Fargo
WesBanco
Woodforest Bank
WSFS Bank
South Central
Arvest Bankb1
Bank
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
Old National 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
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
South
State
Synovus Bank
TD Bank
The First
Truist
United Bank
United Community
Wells Fargo
Woodforest National Bank
Southwest
1st Bank
Academy Bank
Bank of America
Bank of Colorado
BMOBOK Financial
Chase
Community Banks of Colorado
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
WaFd
Wells Fargo
Zions Bank
Texas
Amegy Bank
Bank of America
Bank of Texas
Bank OZK
Cadence Bank
Capital One
Chase
Comerica Bank
Comerica Bank
First Bank & Trust Texas
First Financial Bank (TX)
First United Bank
Frost
Happy State Bank
IBC Bank
Independent Bank
InterBank
Origin Bank
Plains
Capital Bank
PNC
Prosperity Bank
Regions Bank
Simmons Bank
Southside Bank
Stellar Bank
Sunflower Bank
Truist
Wells Fargo
Woodforest National Bank
Upper Midwest
Associated Bank
Bank of America
BMO
Bremer Bank
Chase
First Interstate Bank
Gate City Bank
Great Southern Bank
Huntington
MidWestOne Bank
Nicolet National Bank
Old National
PNCU.S. Bank
Wells Fargo
California
Banc of California
Bank of America
Bank of Hope
Banner Bank
BMO
California Bank & Trust
Cathay Bank
Chase
Citi
Citizens Business Bank
City National Bank (CA)
Columbia Bank
Comerica Bank
East West Bank
First Bank (MO)
First Citizens Bank
HomeStreet Bank
Mechanics Bank
Pacific Premier Bank
PNC
Tri Counties Bank
U.S. Bank
Wells Fargo
Westamerica Bank
Florida
Ameris Bank
Bank of America
Bank OZK
BankUnited
Capital City Bank
Centennial Bank
Chase
Citi
Fifth Third Bank
First Citizens Bank
First Horizon Bank
Flagstar Bank
Hancock Whitney Bank
Northern Trust
PNC
Regions Bank
Renasant Bank
Seacoast Bank
South
State
Synovus Bank
TD Bank
Truist
Trustco Bank
United Community
Valley National Bank
Wells Fargo
Illinois
Academy Bank
Arvest Bank
Banc
FirstBank of America
BMOBOK Financial (includes Bank of Oklahoma)
Capitol Federal
Central Bank
Chase
Commerce Bank
Cornerstone Bank
Equity Bank
First Bank (MO)
First Interstate Bank
First State Community Bank
FirstUnited
FNBO
Great Southern Bank
MidFirst Bank
Pinnacle Bank
PNCRCB Bank
Regions Bank
Simmons Bank
Southern Bank
Sunflower Bank
U.S. Bank
UMB Bank
Wells Fargo
Lower Midwest
Academy Bank
Arvest Bank
Banc
FirstBank of America
BMOBOK Financial (includes Bank of Oklahoma)
Capitol Federal
Central Bank
Chase
Commerce Bank
Cornerstone Bank
Equity Bank
First Bank (MO)
First Interstate Bank
First State Community Bank
FirstUnited
FNBO
Great Southern Bank
MidFirst Bank
Pinnacle Bank
PNCRCB Bank
Regions Bank
Simmons Bank
Southern Bank
Sunflower Bank
U.S. Bank
UMB Bank
Wells Fargo
Mid Atlantic
Atlantic Union Bank
Bank of America
Burke & Herbert Bank
Capital One
Carter Bank & Trust
Chase
Citi
Citizens Bank
First Citizens Bank
First Community Bank
First National Bank
Fulton Bank
M&T Bank
PNCTD Bank
Towne
Bank
Truist
United Bank
Wells Fargo
WesBanco
Woodforest National Bank
WSFS Bank
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 York Tri-State Area
Apple Bank
Bank of America
Berkshire Bank
Capital One
Chase
Citi
Citizens Bank
Columbia Bank (NJ)
Community Bank
Connect
One Bank
Dime Community Bank
Five Star Bank
Flagstar Bank
Fulton Bank
KeyBank
Liberty Bank
M&T Bank
NBT Bank
Northwest Bank
PNC
Provident Bank
Santander
TD Bank
Tompkins Bank
Truist
Trustco Bank
Valley National Bank
Webster Bank
Wells Fargo
North Central
1st Source Bank
Bank of America
BMO
Burke & Herbert Bank
Centier Bank
Chase
Choice
One Bank
Citizens Bank
City National Bank (WV)
Comerica Bank
Community Trust Bank
Dollar Bank
Farmers National Bank
Fifth Third Bank
First Commonwealth Bank
First Community Bank
First Financial Bank (OH)
First Financial Bank (IN)
First Merchants
First National Bank
Flagstar Bank
German American
Horizon Bank
Huntington
Independent Bank (MI)
KeyBank
Lake City Bank
Northwest Bank
Old National
Park National Bank
Peoples Bank
PNC
Regions Bank
Republic Bank
Stock Yards Bank & Trust
Summit Community Bank
Truist
U.S. Bank
United Bank
WesBanco
Whitaker Bank
Woodforest National Bank
Northwest
Bank of America
Banner Bank
BMO
Chase
Columbia Bank
First Interstate Bank
Heritage Bank
HomeStreet Bank
KeyBank
Stockman Bank
U.S. Bank
WaFd
Wells Fargo
Zions Bank
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
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