TROY, Mich.-- Customer satisfaction at the nation’s biggest banks is climbing again—up for the third consecutive year—narrowing one of the core competitive advantages credit unions have long claimed in the marketplace, according to the new J.D. Power 2025 U.S. National Banking Satisfaction Study.
The findings suggest that large banks are making noticeable gains in areas traditionally tied to member experience, raising the stakes for cooperatives that differentiate on service and trust.
The study reports an 8-point overall satisfaction increase (to 666 on a 1,000-point scale), driven by improved perceptions of fee fairness, support during difficult periods, and better experiences with checking, credit cards, and CDs. Notably, customers under age 65 reported a 12-point jump in satisfaction, while ratings among those 65 and older held steady. For credit unions, the shift signals that big banks are successfully tightening service gaps in places where cooperatives have historically held an edge.
“National banks are achieving higher overall customer satisfaction through enhanced digital experiences, improved account offerings and strengthened trust,” said Paul McAdam, senior director of banking and payments intelligence at J.D. Power. “Yet older customers who prefer more personalized help aren’t seeing the same benefits, as satisfaction with problem resolution and advice declined. Closing the divide requires increased focus on empathy, patience and customized financial guidance for seniors.”
Study Ranking
Capital One ranks highest in overall satisfaction for a sixth consecutive year, with a score of 702. U.S. Bank (679) ranks second and Chase (677) ranks third.
The study, now in its ninth year, provides a comprehensive view of the customer experience across retail bank product lines for nine national banks in the United States. It evaluates bank customer experiences across seven dimensions: trust; people; account offerings; allowing customers to bank how and when they want; saving time and money; digital channels; and resolving problems or complaints.
The study defines a national bank as a U.S. bank holding company with domestic deposits exceeding $250 billion and at least 200 branches. The 2025 study is based on responses from 11,626 retail banking customers and was fielded from July to October 2025.
For more information about the J.D. Power U.S. National Banking Satisfaction Study, visit https://www.jdpower.com/business/financial-services/national-bank-satisfaction-study.