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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:

    2021

  • 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

Connect With ACSI

Connect With ACSI

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