Customer Satisfaction with Large Banks Rises Again, J.D. Power Finds

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Customer satisfaction with the nation’s largest banks has risen for three straight years, according to research firm J.D. Power, Troy, Mich.

The firm’s 2025 U.S. National Banking Satisfaction Study found that overall satisfaction increased by 8 points on a 1,000-point scale to 666. Customers cited 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.

“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.

Study Ranking

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

The study 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. It defines a national bank as a U.S. bank holding company with domestic deposits exceeding $250 billion and at least 200 branches.