U.S. Financial Protection Satisfaction Study
Measure Fraud Protection and Customer Security Confidence
The Financial Protection Satisfaction Study evaluates how effectively banks and credit card issuers support customers across the full fraud lifecycle—from prevention to monitoring to final resolution. It reveals how well institutions communicate safety, respond to fraud concerns, and rebuild trust after an incident.
What the Study Measures
A Complete Benchmark of Fraud Prevention, Intervention, and Resolution
Evaluates fraud experience across eight core dimensions:
• Communication throughout fraud detection and resolution
• Security settings and preventative controls
• Monitoring systems and real-time alerts
• Fraud resolution effectiveness and outcomes
• Concern for customer needs during fraud events
• Ease of resolution across channels
• Helpfulness of support teams and representatives
• Timeliness of detection, response, and resolution
Tracks:
• Fraud prevention and the general awareness and adoption of preventive steps such as prevention tips, prevention tools (security wellness review), webinars, or general scam education.
• Fraud intervention education for customers’ suspicion of fraud and adoption of ongoing activities like credit score monitoring.
• Fraud resolution support provided after uncovering fraud, including reporting concerns, monitoring progress, confirming steps, and final resolution.
Includes:
• 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.
How It Works
How the Financial Protection Study Works
- Assesses whether customers seek guidance from their financial institution on protecting accounts and personal information
- Evaluates the impact of fraud guidance on customer satisfaction and trust
- Examines expectations for the frequency of fraud-related communications
- Determines whether customers expect banks to share fraud information beyond their own accounts, including external breaches
Core Strengths
Stronger Protection, Deeper Trust
• Identifies how fraud events impact customer loyalty, retention, and advocacy
• Highlights need for proactive protection—not just reactive support
• Shows importance of clear communication, fast action, and transparency
• Reveals how well fraud programs protect customers and brand reputation
Business Impact
Strengthen Security, Reduce Attrition
• Provides detailed insight into fraud prevention, monitoring, and resolution performance
• Identifies gaps that increase attrition risk after fraud incidents
• Helps refine fraud communication strategies to improve customer confidence
• Supports operational improvements across digital, call center, and in-person channels
• Offers award-based brand differentiation for top performers
Key Dates
2026
Field Start: September 2025
Wave 1 Publish: June 9, 2026
Wave 2 Publish: November 12, 2026
Press Release: November 17, 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.
Who should use it
Designed For Leaders Responsible for Fraud Prevention, Security, and Customer Trust
• Fraud prevention and risk executives
• Digital security leaders
• Customer experience and operations executives
• Compliance and enterprise risk management teams
• Digital banking 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.
