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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2021
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Companies:
13 major companies, plus aggregate of smaller banks
Satisfaction Benchmarks by Category
Banks
| Category | 2020 | 2021 | % Change |
|---|---|---|---|
| Banks | 78 | 78 | 0.0% |
| Regional & Community Banks* | 81 | 80 | -1.2% |
| National Banks | 76 | 76 | 0.0% |
| Super Regional Banks | 75 | 75 | 0.0% |
*Category represents the aggregate of all smaller banks.
Satisfaction Benchmarks by Company
National Banks
| Company | 2020 | 2021 | % Change |
|---|---|---|---|
| National Banks | 76 | 76 | 0.0% |
| Chase | 77 | 77 | 0% |
| Citibank | 77 | 77 | 0% |
| Bank of America | 75 | 76 | 1% |
| Wells Fargo | 75 | 74 | -1% |
Category represents the aggregate of all smaller banks.
Satisfaction Benchmarks by Company
Super Regional Banks
| Company | 2020 | 2021 | % Change |
|---|---|---|---|
| Super Regional Banks | 75 | 75 | 0.0% |
| Capital One | 77 | 78 | 1% |
| PNC Bank | 76 | 76 | 0% |
| TD Bank | 76 | 76 | 0% |
| Regions Bank | 76 | 75 | -1% |
| Truist | NM | 75 | NA |
| U.S. Bank | 75 | 75 | 0% |
| Citizens Bank | 75 | 74 | -1% |
| Fifth Third Bank | 73 | 74 | 1% |
| KeyBank | 72 | 73 | 1% |
NM – Not measured NA – Not available
Bank Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2020 | 2021 |
|---|---|---|
| Quality of mobile app | 84 | 84 |
| Courtesy and helpfulness of tellers or other staff | 85 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 83 |
| Website satisfaction | 84 | 83 |
| Speed of financial transaction (in branch) | 83 | 82 |
| Variety of financial services available (checking, savings, debit/credit cards, loans) | 81 | 81 |
| Ease of adding or making changes to accounts | 81 | 80 |
| Ease of understanding information about accounts | 80 | 80 |
| Call center satisfaction | 79 | 78 |
| Competitiveness of interest rates | 74 | 75 |
| Number and location of ATMs | 73 | 73 |
| Number and location of branches | 70 | 70 |
Industry averages are weighted by companies’ market shares.
Banks
2021 Customer Experience Benchmarks by Category
| Benchmarks | National | Super Regional | Regional and Community |
|---|---|---|---|
| Quality of mobile app | 84 | 81 | 84 |
| Courtesy and helpfulness of tellersor other staff | 83 | 82 | 84 |
| Website satisfaction | 83 | 82 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 80 | 83 |
| Speed of financial transaction (in branch) | 81 | 80 | 83 |
| Variety of financial services available (checking, savings, debit/credit cards, loans) | 79 | 78 | 82 |
| Ease of adding or making changes to accounts | 79 | 77 | 82 |
| Ease of understanding information about accounts | 78 | 77 | 82 |
| Call center satisfaction | 80 | 77 | 79 |
| Competitiveness of interest rates | 72 | 71 | 77 |
| Number and location of ATMs | 76 | 72 | 71 |
| Number and location of branches | 76 | 72 | 66 |
Category represents “all other” smaller banks