COSTA MESA, Calif.— The newly released J.D. Power 2018 U.S. National Banking Satisfaction Survey has found seamless digital offerings and strong checking account and credit card offerings have become the formula for customer satisfaction with the country’s largest retail banks.
The new study said Chase Bank was rated highest by consumers for consistently performing well in this formula, while excelling at preventing and resolving customer problems when they arise.
The study, now in its second year, provides a comprehensive view of customer experience with all retail bank product lines for the six national banks in the United States that account for 44% of total domestic deposits. It evaluates bank customer experience across six factors: channel interaction, deposit accounts, credit accounts, investment accounts, convenience, and problem resolution.
Core Value Proposition
“The core value proposition for the largest retail banks is delivering a consistent customer experience anywhere, anytime—and across all interaction channels,” said Bob Neuhaus, Financial Services Consultant at J.D. Power, in a statement. “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.”
In the latest study, Chase ranked highest with an overall satisfaction score of 854 (on a 1,000-point scale), followed by PNC with a score of 849 and U.S. Bank with a score of 839.