National Banks See Satisfaction Gains Fueled by High Levels of Trust, Better Digital Channels and Account Offerings but Seniors Miss Out, J.D. Power Finds

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TROY, Mich.--(BUSINESS WIRE)--Dec 11, 2025--

Customer satisfaction with the nation’s largest banks has risen for the third straight year, according to the J.D. Power 2025 U.S. National Banking Satisfaction Study, SM released today. Overall satisfaction increased by 8 points (on a 1,000-point scale) to 666, with better perceptions of the reasonableness of fees, support during challenging times, checking accounts, credit cards and certificates of deposit. Customers aged 64 and younger saw a 12-point satisfaction increase, while satisfaction among those 65 and older remained unchanged.

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J.D. Power 2025 U.S. National Banking Satisfaction Study

“National banks are achieving higher overall customer satisfaction through enhanced digital experiences, improved account offerings and strengthened trust,” said Paul McAdam, senior director of banking and payments intelligence at J.D. Power. “Yet older customers who prefer more personalized help aren’t seeing the same benefits, as satisfaction with problem resolution and advice declined. Closing the divide requires increased focus on empathy, patience and customized financial guidance for seniors.”

Study Ranking

Capital One ranks highest in overall satisfaction for a sixth consecutive year, with a score of 702. U.S. Bank (679) ranks second and Chase (677) ranks third.

The study, now in its ninth year, provides a comprehensive view of the customer experience across retail bank product lines for nine national banks in the United States. It evaluates bank customer experiences across seven dimensions: trust; people; account offerings; allowing customers to bank how and when they want; saving time and money; digital channels; and resolving problems or complaints.

The study defines a national bank as a U.S. bank holding company with domestic deposits exceeding $250 billion and at least 200 branches. The 2025 study is based on responses from 11,626 retail banking customers and was fielded from July to October 2025.

For more information about the J.D. Power U.S. National Banking Satisfaction Study, visit
https://www.jdpower.com/business/financial-services/national-bank-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2025165.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe, and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules:www.jdpower.com/business/about-us/press-release-info

View source version on businesswire.com:https://www.businesswire.com/news/home/20251211608475/en/

CONTACT: Media Relations Contacts

Joe LaMuraglia, J.D. Power; East Coast; 714-621-6224;[email protected]

John Roderick; East Coast; 631-584-2200;[email protected]

KEYWORD: MICHIGAN UNITED STATES NORTH AMERICA

INDUSTRY KEYWORD: PROFESSIONAL SERVICES CONSUMER DATA ANALYTICS SENIORS FINANCE BANKING

SOURCE: J.D. Power

Copyright Business Wire 2025.

PUB: 12/11/2025 07:00 AM/DISC: 12/11/2025 07:00 AM

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