CA Digital Banking & Credit Card Satisfaction Studies
Understand Digital Experiences That Define Financial Brands
The JD Power Digital Banking & Credit Card Studies benchmarks customer adoption, usage, and satisfaction across banking and credit card mobile apps and websites. Built on thousands of customer evaluations, the platform helps financial institutions identify what drives exceptional digital experiences—and where competitors are pulling ahead.
The Industry Standard for Banking and Credit Card Digital Experience
Evaluates digital experience across four core dimensions:
• System performance including speed, security, and login
• Design including navigation and visual appeal
• Information available to the customer
• Tools and capabilities of digital platforms
Tracks:
• Experiences across banking and credit card platforms
• Usability across websites and mobile applications
• Performance across leading banking and payment platforms
Includes:
• Annual rankings and opportunity to license awards
• Screenshots and qualitative analysis of top performers—highlighting best practices that drive the strongest online and mobile experiences
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs.
How the Canadian Digital Banking and Credit Card Experience Studies Works
• Surveys customers using mobile banking and credit card apps across Canada
• Measures satisfaction based on real-world app usage and interactions
• Benchmarks performance against leading banks and digital competitors
• Applies KPI analysis to identify highest-impact experience drivers
• Delivers insights to prioritize digital improvements and investment decisions
Improve Engagement, Strengthen Digital Experience
• Provides competitive benchmarks across leading banks and mobile app platforms
• Identifies key drivers of satisfaction and engagement across mobile banking journeys
• Enables feature-level analysis to understand adoption, usage, and performance gaps
• Delivers online tools for deep analysis and ongoing performance tracking
• Supports strategy with executive insights and proven digital best practices
Increase Engagement, Strengthen Digital Loyalty
• 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 28, 2026
Press Release: June 4, 2026
Press Release & Award Information
JD Power issues a national press release highlighting key findings and top-to-bottom rankings from the study. 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 study as a prerequisite. Entering into a licensing agreement provides top-ranked brands with the valuable opportunity to market their award-winning performance. As the trusted symbol of excellence, JD Power Awards enhance brand perceptions, drive consumer preference, and differentiate awarded brands in competitive marketplaces.
Profiled Brands
2026 Canada Banking Online Satisfaction Study Profiled Brands
BMO
CIBC
RBC
Scotiabank
TD
2026 Canada Banking Mobile App Satisfaction Study Profiled Brands
BMO
CIBC
RBC Royal Bank
Scotiabank
TD Bank
Who should use it
Built for Digital Banking and Payments Leaders
• Banking and credit card executives
• Digital product and CX teams
• Marketing, insights, and strategy leaders
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.
