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Banks

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

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