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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:

    2022

  • Companies:

    13 major companies, plus aggregate of smaller banks

Satisfaction Benchmarks by Category

Banks

Category 2021 2022 % Change
Banks 78 78 0%
Regional & Community Banks* 80 80 0%
National Banks 76 77 1%
Super Regional Banks 75 76 1%

*Category represents the aggregate of all smaller banks.

Satisfaction Benchmarks by Company

National Banks

Company 2021 2022 % Change
National Banks 76 77 1%
Citibank 77 78 1%
Bank of America 76 77 1%
Chase 77 77 0%
Wells Fargo 74 76 3%

Category represents the aggregate of all smaller banks.

Satisfaction Benchmarks by Company

Super Regional Banks

Company 2021 2022 % Change
Super Regional Banks 75 76 1%
Capital One 78 81 4%
PNC Bank 76 78 3%
U.S. Bank 75 77 3%
Citizens 74 76 3%
Fifth Third Bank 74 76 3%
Regions Bank 75 76 1%
TD Bank 76 76 0%
Bank of the West NM 74 NA
KeyBank 73 74 1%
Truist 75 73 -3%

NM – Not measured  NA – Not available

Bank Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Courtesy and helpfulness of tellers or other staff 83 84
Quality of mobile app 84 84
Reliability of mobile app (minimal down time, crashes, lags) 83 83
Website satisfaction 83 83
Speed of financial transaction (in branch) 82 82
Ease of adding or making changes to accounts 80 80
Ease of understanding information about accounts 80 80
Variety of financial services available (checking, savings, debit/credit cards, loans) 81 80
Call center satisfaction 78 79
Competitiveness of interest rates 75 75
Number and location of ATMs 73 73
Number and location of branches 70 71

Industry averages are weighted by companies’ market shares.

Banks

2022 Customer Experience Benchmarks by Category

Benchmarks National Super Regional Regional and Community
Quality of mobile app 85 82 84
Courtesy and helpfulness of tellersor other staff 83 82 85
Website satisfaction 83 82 84
Reliability of mobile app (minimal down time, crashes, lags) 83 81 84
Speed of financial transaction (in branch) 82 81 84
Variety of financial services available (checking, savings, debit/credit cards, loans) 80 78 81
Ease of adding or making changes to accounts 79 78 81
Ease of understanding information about accounts 79 78 81
Call center satisfaction 76 76 81
Competitiveness of interest rates 73 73 77
Number and location of ATMs 76 72 71
Number and location of branches 76 72 67

Category represents “all other” smaller banks

Connect With ACSI

Connect With ACSI

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