Keep pace with digitally engaged customers through meaningful metrics
Benefit from economically relevant benchmarks along with strategic insights for improvement.
BANKS
Rapid advances in technology, digital strategies, and fast-changing consumer behaviors are forcing the retail banking industry to adapt services to meet consumer needs and deliver improved experiences. ACSI has decades of experience in monitoring changes, defining challenges, and delivering sharp insights to some of the biggest and most widely used retail banks in the United States.
At a glance:
Banks
- Inaugural year:
1994
- Updated:
annually
- Most recent data:
2024
- Companies:
17 major companies, plus aggregate of smaller banks
Banks
Satisfaction Benchmarks by Category*
| Category | 2022 | 2024 | % Change |
|---|---|---|---|
| Banks | 78 | 80 | 3% |
| Regional & Community Banks** | 80 | 82 | 3% |
| National Banks | 77 | 80 | 4% |
| Super Regional Banks | 76 | 77 | 1% |
* 2023 results not available due to industry release moving from fourth to first quarter.
** Category represents the aggregate of all smaller banks.
National Banks
Satisfaction Benchmarks by Company*
| Company | 2022 | 2024 | % Change |
|---|---|---|---|
| National Banks | 77 | 80 | 4% |
| Bank of America | 77 | 81 | 5% |
| Chase | 77 | 81 | 5% |
| Citibank | 78 | 79 | 1% |
| Wells Fargo | 76 | 77 | 1% |
* 2023 results not available due to industry release moving from fourth to first quarter.
Super Regional Banks
Satisfaction Benchmarks by Company*
| Company | 2022 | 2024 | % Change | Industry |
|---|---|---|---|---|
| Super Regional Banks | 76 | 77 | 1% | Overall |
| PNC Bank | 78 | 79 | 1% | Super Regional Banks |
| Regions Bank | 76 | 79 | 4% | Super Regional Banks |
| TD Bank | 76 | 79 | 4% | Super Regional Banks |
| U.S. Bank | 77 | 79 | 3% | Super Regional Banks |
| Capital One | 81 | 78 | -4% | Super Regional Banks |
| Citizens Bank | 76 | 78 | 3% | Super Regional Banks |
| BMO** | 74 | 77 | 4% | Super Regional Banks |
| Fifth Third Bank | 76 | 77 | 1% | Super Regional Banks |
| KeyBank | 74 | 77 | 4% | Super Regional Banks |
| Santander Bank | NM | 77 | NA | Super Regional Banks |
| Truist | 73 | 77 | 5% | Super Regional Banks |
| Barclays | NM | 67 | NA | Super Regional Banks |
| USAA Bank*** | NM | 87 | NA | Military-Affliated Only |
* 2023 results not available due to industry release moving from fourth to first quarter.
** Formerly Bank of the West
*** Available to military-affiliated individuals and families only.
Banks
Customer Experience Benchmarks Year-Over-Year Industry Trends*
| Benchmarks | 2022 | 2024 |
|---|---|---|
| Courtesy and helpfulness of tellers or other staff | 84 | 88 |
| Quality of mobile app | 84 | 87 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 86 |
| Speed of financial transaction (in branch) | 82 | 86 |
| Website satisfaction | 83 | 86 |
| Variety of financial services available (checking, savings, debit/credit cards, loans) | 80 | 84 |
| Ease of adding or making changes to accounts | 80 | 83 |
| Ease of understanding information about accounts | 80 | 82 |
| Call center satisfaction | 79 | 81 |
| Number and location of ATMs | 73 | 78 |
| Competitiveness of interest rates | 75 | 76 |
| Number and location of branches | 71 | 76 |
* 2023 results not available due to industry release moving from fourth to first quarter.
Banks
2024 Customer Experience Benchmarks by Category
| Benchmarks | National | Super Regional | Regional and Community* |
|---|---|---|---|
| Courtesy and helpfulness of tellers or other staff | 87 | 84 | 92 |
| Quality of mobile app | 88 | 84 | 87 |
| Reliability of mobile app (minimal down time, crashes, lags) | 87 | 83 | 86 |
| Speed of financial transaction (in branch) | 86 | 82 | 89 |
| Website satisfaction | 86 | 82 | 88 |
| Variety of financial services available (checking, savings, debit/credit cards, loans) | 85 | 82 | 84 |
| Ease of adding or making changes to accounts | 83 | 79 | 84 |
| Ease of understanding information about accounts | 82 | 80 | 83 |
| Call center satisfaction | 81 | 76 | 82 |
| Number and location of ATMs | 81 | 77 | 76 |
| Competitiveness of interest rates | 76 | 74 | 77 |
| Number and location of branches | 79 | 75 | 73 |
* Category represents “all other” smaller banks.
Industry averages are weighted by companies’ market shares.
2024 results based on data collected October 2022 – December 2023
NM – Not measured
