Banks
Keep pace with digitally engaged customers through meaningful metrics
Benefit from economically relevant benchmarks along with strategic insights for improvement.
BANKS
Rapid advances in technology, digital strategies, and fast-changing consumer behaviors are forcing the retail banking industry to adapt services to meet consumer needs and deliver improved experiences. ACSI has decades of experience in monitoring changes, defining challenges, and delivering sharp insights to some of the biggest and most widely used retail banks in the United States.
At a glance:
Banks
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2025
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Companies:
15 major companies, plus aggregate of smaller banks
Banks
| Category | 2024 | 2025 | % Change |
|---|---|---|---|
| Banks | 80 | 80 | 0% |
| Regional & Community Banks* | 82 | 83 | 1% |
| National Banks | 80 | 79 | -1% |
| Super Regional Banks | 77 | 79 | 3% |
* Category represents the aggregate of all smaller banks.
National Banks
| Anchor Link | Company | 2024 | 2025 | % Change |
|---|---|---|---|---|
| National Banks | 80 | 79 | -1% | |
| #bank-of-america | Bank of America | 81 | 80 | -1% |
| #chase | Chase | 81 | 80 | -1% |
| #wells-fargo | Wells Fargo | 77 | 78 | 1% |
| #citibank | Citibank | 79 | 74 | -6% |
Super Regional Banks
| Anchor Link | Company | 2024 | 2025 | % Change | Industry |
|---|---|---|---|---|---|
| Super Regional Banks | 77 | 79 | 3% | Overall | |
| #regions-bank | Regions Bank | 79 | 83 | 5% | Super Regional Banks |
| #td-bank | TD Bank | 79 | 81 | 3% | Super Regional Banks |
| #pnc-bank | PNC Bank | 79 | 80 | 1% | Super Regional Banks |
| #capital-one | Capital One | 78 | 79 | 1% | Super Regional Banks |
| #keybank | KeyBank | 77 | 79 | 3% | Super Regional Banks |
| #u-s-bank | U.S. Bank | 79 | 79 | 0% | Super Regional Banks |
| #citizens | Citizens Bank | 78 | 77 | -1% | Super Regional Banks |
| #fifth-third-bank | Fifth Third Bank | 77 | 77 | 0% | Super Regional Banks |
| #santander-bank | Truist | 77 | 77 | 0% | Super Regional Banks |
| #bank-of-the-west-bmo/span> | BMO* | 77 | 71 | -8% | Super Regional Banks |
| #usaa | USAA Bank** | 87 | 84 | -3% | Military-Affliated Only |
* Formerly Bank of the West
** Available to military-affiliated individuals and families only.
Banks
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Courtesy and helpfulness of tellers or other staff | 88 | 86 |
| Quality of mobile app | 87 | 86 |
| Reliability of mobile app (minimal downtime, crashes, lags) | 86 | 86 |
| Website satisfaction | 86 | 86 |
| Speed of financial transaction (in branch) | 86 | 84 |
| Variety of financial services available (checking, savings, debit/credit cards, loans) | 84 | 83 |
| Ease of adding or making changes to accounts | 83 | 82 |
| Ease of understanding information about accounts | 82 | 82 |
| Call center satisfaction | 81 | 81 |
| Number and location of ATMs | 78 | 77 |
| Competitiveness of interest rates | 76 | 76 |
| Number and location of branches | 76 | 74 |
Banks
| Benchmarks | National | Super Regional | Regional and Community* |
|---|---|---|---|
| Courtesy and helpfulness of tellers or other staff | 85 | 82 | 91 |
| Website satisfaction | 85 | 84 | 89 |
| Quality of mobile app | 86 | 85 | 88 |
| Speed of financial transaction (in branch) | 84 | 81 | 88 |
| Reliability of mobile app (minimal down time, crashes, lags) | 86 | 86 | 87 |
| Ease of adding or making changes to accounts | 81 | 80 | 86 |
| Ease of understanding information about accounts | 81 | 80 | 86 |
| Variety of financial services available (checking, savings, debit/credit cards, loans) | 83 | 82 | 85 |
| Call center satisfaction | 80 | 79 | 84 |
| Competitiveness of interest rates | 74 | 75 | 80 |
| Number and location of ATMs | 79 | 74 | 77 |
| Number and location of branches | 78 | 69 | 73 |
* Category represents “all other” smaller banks.
Industry averages are weighted by companies’ market shares.
2025 results based on data collected January 2024 – December 2024