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if your of big bank Customer Service Whether you’re looking for a replacement, a new survey from consumer research firm J.D. Power may answer that.
The company released this 2025 US National Banking Satisfaction StudyWhere it surveyed 11,626 retail banking customers across national banks about seven areas of their customer experience. Result? capital one Earned the highest score out of nine companies in the study, making it the bank’s sixth consecutive survey win.
“National banks are achieving higher overall customer satisfaction through better digital experiences, better account offerings and stronger trust,” Paul McAdam, J.D. Power’s senior director of banking and payments intelligence, said in a press release about the study.
J.D. Power defines national banks as institutions with more than $250 billion in domestic deposits and at least 250 branches. It surveyed customers about their banking According to the study, experiences across seven specific areas: trust, people, account offerings, allowing customers to bank when they want, saving time and money, digital channels and resolving problems or complaints.
Industry customer satisfaction increases year after year
J.D. Power noted that the national banks included in the study combined received an average score of 666 on a 1,000-point scale, eight points higher than the average for the 2024 study.
The research firm attributes this increased average score to improved customer perception:
- How reasonable are the bank fees?
- support in difficult times
- Accounts are being investigated
- credit card
- certificate of deposit
Additionally, according to the study, national banks saw a 12-point increase in satisfaction scores among customers 64 years of age and younger. However, scores for customers 65 and older did not change, partly because they are not getting the same level of service they usually do.
“Older customers who prefer more personalized support are not seeing the same benefits, as satisfaction with problem resolution and advice has declined,” he said. “Bridging the divide requires a greater focus on empathy, patience and customized financial guidance for seniors.”
Capital One won by a wide margin
Capital One’s sixth consecutive win was decisive. It was the only bank to score more than 700 points. Additionally, it was 23 points ahead of second-place US Bank (679) and 25 points ahead of third-place Chase (677).
Wells Fargo earned the lowest score in the study with 646, with TD Bank (651) and Truist (652) rounding out the bottom three scores.