The second annual J.D. Power 2018 U.S. National Banking Satisfaction Study ranked the six largest retail banks in the country in terms of convenience, digital offerings and checking account and credit card offerings.
JPMorgan Chase ranked highest with a score of 854 out of 1,000, followed by PNC Bank (849) and U.S. Bank (839). In addition to consistently performing well in relation to the study’s ranking formula which evaluates bank customer experience across six factors: channel interactions, convenience, credit accounts, deposit accounts, investment accounts and problem resolution.
The study is designed to offer a big-picture view of the customer experience associated with retail bank product lines for the six national banks in the country, which account for 44 percent of total domestic deposits.
“The core value proposition for the largest retail banks is delivering a consistent customer experience anywhere, anytime — and across all interaction channels,” J.D. Power Financial Services Consultant Bob Neuhaus said in a press release. “As we dig into the results, it becomes clear that consistency, above all else, is what sets the top performers apart from the pack. Whether it’s through a credit card, a branch or a mobile banking interaction, national bank customers are most satisfied when they can rely on their bank for a consistent multi-channel experience.”
J.D. Power offers consumer insights, advisory services and data and analytics, to assist its clients in driving customer satisfaction, growth and profitability.