2025 U.S. Retail Banking Satisfaction Study Findings

This report presents the findings of the J.D. Power 2025 U.S. Retail Banking Satisfaction Study, which measures customer satisfaction across various retail banks in the United States. The study indicates a notable increase in retail bank customer satisfaction, rising to an overall score of 655 on a 1,000-point scale, which is an 11-point improvement from the previous year. Key factors contributing to this rise include enhanced customer support and efforts by banks to educate customers on fee structures and problem resolution. The report highlights that 66% of customers who reported issues had them resolved within one day, and 85% of customers experiencing problems had their issues resolved. Additionally, awareness of financial health tools among customers has increased, correlating with higher satisfaction scores. The study ranks banks across 15 geographic regions, providing insights into customer experiences and satisfaction levels across the retail banking sector.