Capital One Ranks Highest in Overall Customer Satisfaction for Fifth Consecutive Year

Customer Satisfaction with National Banks Improves as Trust Levels Rise, J.D. Power Finds

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Customers of the nation’s largest national bank brands have higher levels of confidence that their banks can meet their financial needs and support them in challenging times, which is helping to improve customer satisfaction and incr

ease trust. According to the J.D. Power 2024 U.S. National Banking Satisfaction Study,? released today, 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).

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J.D. Power 2024 U.S. National Banking Satisfaction Study (Graphic: Business Wire)

“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.

Study Ranking

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.

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/2024162.

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.

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