Customers of the nation’s largest national bank brands have higher levels of confidence that they can meet their financial needs and support them in challenging times, which helps to improve customer satisfaction and increase trust. According to the J.D. Power 2024 U.S. National Banking Satisfaction Study, Capital One, Chase and TD Bank are the leaders in customer satisfaction for a third consecutive year. Additionally, those banks rank in the top three in the study’s most heavily weighted factor of trust, scoring 700, 691 and 687, respectively (on a 1,000-point scale).
“Customers of the national banks had improved satisfaction and trust in 2024, as they experienced better service levels when using branches, when resolving problems and when receiving advice or guidance from the bank,” said Paul McAdam, senior director of banking and payments intelligence at J.D. Power.
Customer satisfaction with the national banks broadly improved. The only facet of the customer experience with a sharp decline was when customers used self-service technologies (e.g., online secure message or email, website, mobile app) to contact the bank to seek information, ask a question or make a request.
“Although satisfaction dropped when customers used self-service technologies, trust was preserved due to positive experiences with courteous and knowledgeable representatives in phone and in-branch interactions,” McAdam said.
Capital One ranks highest in overall satisfaction for a fifth consecutive year, with a score of 689. Chase (677) ranks second and TD Bank (668) ranks third.
The study, now in its eighth 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 factors: 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 $300 billion and at least 200 branches. The 2024 study is based on responses from 11,066 retail banking customers and was fielded from July through October 2024.
