TROY, Mich.— Customer satisfaction with the nation’s largest banks rose for the third consecutive year, driven largely by improved digital tools, better account offerings and stronger trust, according to the J.D. Power 2025 U.S. National Banking Satisfaction Study.
Overall satisfaction climbed 8 points to 666 on J.D. Power’s 1,000-point scale. Customers ages 64 and younger reported a 12-point gain, while satisfaction among those 65 and older held steady. Researchers said the gap reflects differing expectations around service and support.
“National banks are achieving higher overall customer satisfaction through enhanced digital experiences, improved account offerings and strengthened trust,” Paul McAdam, senior director of banking and payments intelligence at J.D. Power, said in a statement. “Yet older customers who prefer more personalized help aren’t seeing the same benefits, as satisfaction with problem resolution and advice declined.”
The Rankings
Capital One ranked highest in overall satisfaction for the sixth year in a row with a score of 702. U.S. Bank followed at 679 and Chase at 677.
Now in its ninth year, the study evaluates customer experience across seven areas: trust; people; account offerings; convenience and access; value; digital channels; and problem resolution. It covers nine national banks—defined as institutions with more than $250 billion in domestic deposits and at least 200 branches.
The 2025 findings are based on responses from 11,626 retail banking customers collected from July through October.
