NEW YORK—With a record number of retail bank customers using mobile apps during the past year, national banks saw increased customer satisfaction with the apps, while satisfaction with regional bank apps declined, according to a series of recent studies by J.D. Power.
Two-thirds of U.S. retail bank customers used their bank’s mobile app during the past year, which J.D. Power said was a record number of users and an increase of seven percentage points from 2020.
The studies also found a record 41% of bank customers were classified as digital-only, and 31% used digital to resolve a problem.
Customer satisfaction with bank websites over the past year was flat. Bank of America had the highest ranking for banking mobile app satisfaction among national banks, followed by Chase and Capital One, Banker and Tradesman stated in its analysis.
The reports come at a time when the definition of customer service is shifting away from personal, face-to-face, to speedy, efficient digital delivery, analysts have stated. The study also follows two years in which banks have received a higher customer satisfaction score than credit unions in the American Customer Satisfaction Index (ACSI).