Category: Financial ServicesUnited States

Canadian FinTechs Continue to Lead DIY Investor Satisfaction, Closing the Trust Gap with Traditional Banks, JD Power Finds

2026-04-01

jillian.breska

• More than half of investors who use a robo advice platform intend to seek human financial advice
• Majority of advisors reluctant to address the wealth transfer issue
• Female investors more likely to collaborate with partner on financial planning 

Toronto, Canada: 2 Apr. 2026 — Canadian FinTechs not only continue to lead the do-it-yourself (DIY) investment segment in client satisfaction, compared to self-directed brokerages at traditional banks, but are also perceived to be more innovative and as trustworthy as those banks, according to the JD Power 2026 Canada Investor Satisfaction Study,^SM released today. This investor sentiment, which has the highest positive impact on brand advocacy, is especially pronounced among younger investors (under age 40).

“This year’s study reveals growing risk and opportunity for FinTechs as well as the traditional banks,” said Mike Foy, managing director of wealth intelligence at JD Power. “FinTechs are winning DIY investors on innovation and closing the gap on trust, long considered a core advantage for the banks–and signaling intensifying competition. Simultaneously, growing demand for human financial advice among self-directed investors, especially young affluent ones, gives bank brokerages a valuable opportunity to retain clients and deepen relationships as those DIY investors transition toward advised offerings.”

Following are key findings of the 2026 study:

• High stakes increase appetite for human financial advice: As the portfolio values of young DIY investors under age 40 grow, so does their interest in seeking human financial advice. Nearly half (47%) of affluent DIY investors with $250,000 or more in assets say they plan to work with an advisor within the next year. Similarly, 45% of affluent DIY investors with children say they plan to use an advisor within the next 12 months, compared with only 22% of those without children in their household.
• Robo advice as a gateway to human advice: More than half (52%) of DIY investors who use a robo advice platform intend to enlist a human financial advisor during the next year, a trend that is even more pronounced among affluent DIY investors (60%). This suggests that digital tools are not replacing human financial advice, but instead may act as a gateway or stepping stone, identifying investors’ more complex needs and pushing them toward human guidance.
• Advisors reluctant to address the great wealth transfer: Only about one in three (31%) investors over age 60 say their advisor discussed the elements needed for future wealth transfer, and even fewer (11%) say their advisor met with or suggested meeting with family members to discuss the topic. This presents a critical industry blind spot and a missed opportunity for advisors to retain assets and build relationships with the next generation of clients.
• Financial planning partnership, the gender gap: Slightly less than half (49%) of married male investors under age 60 had their spouses join a meeting with a financial advisor, compared with 56% of married female investors in this age group who did the same. Collaboration between couples tightens among investors age 60 and older, with 74% of female investors and 69% of male investors having their partner attend a joint meeting with a financial advisor.

Study Ranking

Edward Jones ranks highest in overall satisfaction among advised investors, with a score of 726 (on a 1,000-point scale). ATB Wealth (700) ranks second and Raymond James (696) ranks third.

Wealthsimple ranks highest in overall satisfaction among DIY investors for a third consecutive year with a score of 708, followed by Questrade (661) in second place. 

The Canada Investor Satisfaction Study evaluates the experiences of investors working with a wealth management firm, in either an advised or DIY capacity, in seven dimensions (in alphabetical order): digital channels; ease of doing business; people; product and service offerings; resolving problems or complaints; trust; and value for fees paid. The 2026 study is based on responses of 4,529 advised and 2,882 DIY investors and was fielded from September 2025 through January 2026.

For more information about the Canada Investor Satisfaction Study, visit https://www.jdpower.com/business/investor-satisfaction-study.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data – including millions of consumer interactions and authoritative automotive datasets – combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements. 

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

Media Relations Contacts
Gal Wilder, NATIONAL, Canada; 416-602-4092; [email protected]
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Credit Unions Continue to Outperform Banks in Satisfaction, but Attrition Risk is Rising, JD Power Finds

2026-03-29

jillian.breska

• Credit union member satisfaction declines from last year
• More members shift savings and checking accounts across multiple institutions
• Member communications are often misaligned with needs

TROY, Mich.: 31 March. 2026 — Prized for their low fees, personalized service and great interest rates, credit unions have historically outperformed retail banks in overall customer satisfaction. While that trend holds in the JD Power 2026 U.S. Credit Union Satisfaction Study,^SM released today, some cracks in the credit union member experience are starting to emerge. Overall satisfaction this year with U.S. credit unions is 725 (on a 1,000-point scale). While that score is 68 points higher than the overall satisfaction score for U.S. retail banks (657),¹ it represents a 4-point decline from last year. The trend also coincides with an increase in the number of credit union members opening accounts with other financial institutions over the same period.

“Relative to other financial services providers, credit unions continue to deliver strong levels of overall member satisfaction, but the combination of rising levels of account attrition and a declining trend in member satisfaction should be taken seriously by credit union leaders,” said Dann Allen, senior director, customer solutions at JD Power. “JD Power has identified a ‘soft switching’ phenomenon taking root throughout the banking sector, as more consumers open second and third accounts with other financial institutions and gradually shift more funds into those accounts. Credit unions need to deliver great everyday member experiences and consistently add value across digital and face-to-face interactions to secure their role in their members’ financial lives.”

Following are some key findings of the 2026 study:

• Member satisfaction declines: Overall credit union member satisfaction is 725, down 4 points year over year. Loyalty metrics are also trending down, with the percentage of members who say they “definitely will” reuse their credit union falling to 71%, down 2 percentage points from last year.
• Credit unions lose checking and savings accounts: More than half of members now have checking (59%) and savings (56%) accounts with other financial institutions. The occurrence of accounts being established at other financial institutions has risen in the past 2 years, up by 2% for both checking and savings accounts.
• Incurred fees are up, fee understanding is down: More than one-third (36%) of credit union members have experienced a fee, such as an overdraft, ATM or account maintenance fee, in the past 3 months, up 3% from last year. Meanwhile, the percentage of members who say they completely understand how their credit union’s fee structure works falls to 39% from 44% last year.
• Member communication is misaligned: The topics credit unions communicate to their members most frequently—new products and features, current products and features and special offers—deliver low levels of member satisfaction, while topics correlated with higher levels of member satisfaction, such as ways to save money or financial advice, are not communicated as frequently.

Study Rankings

SchoolsFirst Federal Credit Union ranks highest in credit union member satisfaction for a second consecutive year, with a score of 792. RBFCU (751) ranks second and Navy Federal Credit Union (747) ranks third.

The U.S. Credit Union Satisfaction Study, now in its third year, measures member satisfaction with the 29 largest credit unions in the continental United States. It measures satisfaction across seven dimensions (in order of importance): trust; people; allowing members to bank how and when they want; account offerings; saving time and money; digital channels; and resolving problems or complaints.

The 2026 study is based on responses from 10,386 credit union members. It was fielded from January 2025 through January 2026. The largest U.S. credit unions are defined as those with at least $7.5 billion in domestic deposits.

For more information about the U.S. Credit Union Satisfaction Study, visit https://www.jdpower.com/business/us-credit-union-satisfaction-study. 

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power 2026 U.S. Retail Banking Satisfaction Study^SM

 

 

 

Warning Signs Flash for U.S. Retail Bank Customer Satisfaction, JD Power Finds

2026-03-25

jillian.breska

• Overall customer satisfaction levels off this year; customer experience at key moments of truth declines
• Average retail bank customer now maintains three deposit accounts at different institutions
• Less service friction, better problem resolution help top-performing banks maintain strong customer relationships, position for growth

TROY, Mich.: 26 March. 2026 — Like a great marriage, primary banking relationships take work to maintain, and when one partner starts taking the other for granted or fails to show up at key moments of truth, it’s not uncommon for the other to start looking elsewhere for commitment. According to the JD Power 2026 U.S. Retail Banking Satisfaction Study,^SM released today, warning signs of a gradual decline in key customer engagement metrics are starting to flash for retail banks, as customers increasingly open deposit accounts with multiple institutions.

“Retail banks are confronting an incredibly complex, highly nuanced set of challenges in the current marketplace,” said Jennifer White, senior director of financial services intelligence at JD Power. “While overall customer satisfaction is holding steady, cracks are emerging at key points in the customer journey, which are opening the door to quietly establish new accounts with other institutions and gradually shift funds away from their primary bank. JD Power is seeing signs of this ‘soft switching’ phenomenon across various datasets, and it is coming through clearly in the Retail Banking Satisfaction Study in the form of declining levels of customer satisfaction with personal service interactions over the course of the past 12 months.”

Following are some key findings of the 2026 study:

• Customer satisfaction declines across most common touchpoints: While overall customer satisfaction with retail banks climbs 2 points (on a 1,000-point scale) to 657 in 2026, sharp declines in the second half of the year show growing strain in the customer experience with phone, branch, online and automated customer engagement channels.
• More customers move money from their primary bank: The average retail bank checking account customer now maintains three deposit accounts at different institutions, and 20% of retail bank customers have moved money away from their primary bank within the past 3 months, up from 17% last year. Customers most likely to move money are those under age 40 (23%); those in the affluent/mass affluent wealth bracket (25%); and those who are financially healthy[1] (24%).
• National banks close gap with midsize banks on problem resolution: Satisfaction with the problem resolution experience climbs to 587 among national banks, which is up 49 points from 2024. Among midsize banks, the average problem resolution score is 548, which is down 27 points from 2024.
• Banks offering great everyday customer experience positioned for success: The retail banks that are consistently driving the highest levels of overall satisfaction are those that on a regular basis treat routine customer experiences–such as alerts, funds transfers, fees and face-to-face interactions–as opportunities to reinforce clarity and confidence.

Study Rankings

The study measures customer satisfaction with retail banks in 15 geographic regions. Highest-ranking banks and scores by region are as follows:

California: Chase (669) (for a second consecutive year)

Florida: Chase (704) 

Illinois: Wintrust Community Banks (707) (for a fifth consecutive year)

Lower Midwest Region: BancFirst (738) (for a fourth consecutive year)

Mid-Atlantic Region: Capital One (693) (for a third consecutive year)

New England Region: Bangor Savings Bank (712) (for a ninth consecutive year)

North Central Region: City National Bank (WV) (700)

Northwest Region: Chase (661)

New York Tri-State Region: Capital One (686)

Pennsylvania: Huntington (702) 

South Central Region: FirstBank (705)

Southeast Region: United Community (725) (for a third consecutive year)

Southwest Region: Chase (673) 

Texas: Frost (757) (for a 17^th consecutive year)

Upper Midwest Region: Gate City Bank (718) (for a second consecutive year)

The U.S. Retail Banking Satisfaction Study, now in its 21^st year, measures satisfaction across seven dimensions (in order of importance): 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 2026 study is based on responses from 107,059 retail customers of the largest banks in the United States regarding their experiences with their retail banking institution. It was fielded from January 2025 through January 2026. National banks are defined as banks with $250 billion or more in domestic deposits; regional banks are those with $60 billion-$249 billion in domestic deposits and at least 200 branches nationally; and midsize banks are those with 45-100 branches nationally and at least 20 branches within a respective region.

For more information about the U.S. Retail Banking Satisfaction Study, visit https://www.jdpower.com/business/retail-banking-study-1.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

Media Relations Contacts

Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power measures the financial health of any consumer as a metric combining their spending/savings ratio, creditworthiness, and safety net items like insurance coverage. Consumers are placed on a continuum from healthy to vulnerable.

 

FinTech Brands Disrupt DIY Investor Landscape, JD Power Finds

2026-03-16

jillian.breska

• FinTech brands make first appearance among highest-ranked do-it-yourself investment platforms
• Younger do-it-yourself investors increasingly consider seeking advice
• Most investors are not having critical wealth transfer discussions with their advisors 

TROY, Mich.: 18 March 2026 —As digital-native Gen Y[1] starts to enter its peak earning years and Gen Z starts to contemplate longer-term savings, client perceptions of what makes a truly stand-out investor experience are shifting. According to the JD Power 2026 U.S. Investor Satisfaction Study,^SM released today, that shift is starting to open the door for newer FinTech brands that are achieving high scores in customer satisfaction from clients for their easy-to-use digital channels. Younger investors are also indicating that they trust these FinTech brands as much as established industry leaders. 

“Two of the top three ranked brands for do-it-yourself [DIY] investor satisfaction in this year’s study are FinTechs, which is noteworthy because they are increasingly being viewed not only as innovators but also as trusted brands–and attracting affluent investors along the way,” said Mike Foy, managing director of the wealth management practice at JD Power. “Another major trend we see this year is steadily increasing interest among younger, affluent DIY investors in seeking professional advice. Brands that can attract these clients when they are new to investing and offer them flexible options for both digital and human advice as their needs become more complex will be the big winners going forward.”  

Following are some of the key findings of the 2026 study:

• Younger DIY investors see FinTechs as innovative, trustworthy: While it should come as little surprise that FinTech brands would outperform traditional financial services firms on the strength of their digital tools and ease of doing business, FinTechs also show significant year-over-year gains in perceptions of trust, with the number of DIY investors under 40 who view FinTechs as “trustworthy” rising 7 percentage points in 2026. Among investors under 40, FinTech brands such as SoFi and Ally are perceived to be more innovative than established brands and equally trustworthy.
• Younger, affluent DIY investors increasingly open to advised relationships: Among affluent DIY investors with $250,000 or more in investable assets, 19% of those under 50 say they are “definitely likely” to work with an advisor within the next year. That is up from 10% in the 2025 study. Similarly, 24% of affluent DIY investors with children in their households say they are “definitely likely” to work with an advisor in the next year, up from 15% in 2025.
• Use of robo advice as gateway, not replacement, for human advice: Among all DIY investors, 17% of those who use a robo advice platform say they are “definitely likely” to work with an advisor in the next year, while just 4% of those who do not use robo advice plan to work with an advisor. Among affluent DIY investors, 28% of those who use robo advice say they are “definitely likely” to work with an advisor in the next year. 
• Advisors missing opportunity to discuss Great Wealth Transfer: Just 51% of investors with a dedicated financial advisor under 40 and 39% of clients ages 40 and older say their advisor has discussed elements needed for a future wealth transfer. Even fewer (18%) say their advisor has met with or suggested they meet with additional family members to discuss their financial management needs as well.

Study Rankings

Edward Jones ranks highest in overall satisfaction among advised investors, with a score of 754. U.S. Bank (746) ranks second and Ameriprise (743) ranks third.

SoFi ranks highest in overall satisfaction among DIY investors, with a score of 724. Citi (710) ranks second and Ally and Fidelity (707) rank third, in a tie.

The U.S. Investor Satisfaction Study evaluates the experiences of investors working with a wealth management firm, in either an advised or DIY capacity in seven dimensions (in alphabetical order): digital channels; ease of doing business; people; product and service offerings; resolving problems or complaints; trust; and value for fees paid. The 2026 study is based on responses from 7,982 advised and 4,335 DIY investors and was fielded from January 2025 – January 2026.

For more information about the U.S. Investor Satisfaction Study, visit https://www.jdpower.com/business/wealth-management-platform.

About JD Power
JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2007).

 

Buy Now Pay Later Usage Surges as New Products Proliferate, JD Power Finds

2026-03-11

jillian.breska

• Nearly two-fifths (37%) of all consumers and half (50%) of consumers under 40 used Buy Now Pay Later to make a purchase in the past 90 days
• FinTech brands are driving surge in adoption, but bank brands generate significantly higher levels of customer satisfaction
• More than half (52%) of decisions to use credit card fixed-payment plans occur after purchase when reviewing/paying credit card bills, while 48% occur at checkout/point-of-sale

TROY, Mich.: 12 March 2026 — Buy Now Pay Later (BNPL) adoption continues to grow rapidly, with 37% of consumers in the United States making a purchase using this method in the past 90 days, a 5-percentage-point increase in just one year. According to the JD Power 2026 U.S. Buy Now Pay Later Satisfaction Study,^SM released today, as BNPL use matures and providers continue to launch new products, customers are increasingly using it to manage their day-to-day spending.

“The 2026 study shows sustained and rapid growth of BNPL, driven largely by increased use of services offered by FinTech providers. When it comes to overall satisfaction, however, the traditional financial institutions are delivering a much more positive user experience,” said Sean Gelles, senior director of banking and payments at JD Power. “This signals an enormous opportunity for traditional financial institutions. Customers are looking for BNPL solutions from the brands they already know and trust.” 

Following are some of the key findings of the 2026 study:

• Customer satisfaction rises sharply for bank brands: Though bank-branded BNPL services still represent just a fraction of total BNPL spending, the average overall customer satisfaction score for bank-based BNPL services is 704 (on a 1,000-point scale), up 59 points from last year’s study. By contrast, customer satisfaction with FinTech BNPL brands is 603, which is down 17 points from last year.
• Checkout/point-of-sale opportunity for bank brands: Among customers using a BNPL service associated with their credit card, 52% make the decision to use a fixed payment plan after the purchase has already been made while 48% make the decision at the time of purchase, indicating an opportunity for bank brands that can build installment plans into the checkout/point-of-sale experience.
• Most customers pay off BNPL in four installments, using debit cards: The “pay in four” installment schedule is by far the most common BNPL format used, with 82% of FinTech customers and 73% of bank customers paying off their purchases in four equal installments. Debit cards are the most widely used form of payment, with 64% of FinTech customers linking their BNPL payments to a debit card.

Study Rankings

Chase ranks highest in BNPL satisfaction, with a score of 706.  Plan It by American Express (703) ranks second and Citi Flex Pay (687) ranks third.

The U.S. Buy Now Pay Later Satisfaction Study, now in its fourth year, measures customer satisfaction with Buy Now Pay Later services in the United States. The 2026 study captures the responses of 3,909 customers and was fielded from January 2025 through January 2026.

For more information about the JD Power Checkout and Point of Sale Choice Study, visit https://www.jdpower.com/business/buy-now-pay-later-satisfaction-study.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Non-Traditional Payment Method Acceptance and Customer Surcharges Grow Significantly at U.S. Small Businesses, JD Power Finds

2026-01-12

jillian.breska

• Buy Now, Pay Later (BNPL) surpasses checks to become fourth most accepted customer payment method, cryptocurrency gains favorability among merchants.
• Small businesses are more satisfied with payment processing costs as a higher proportion use zero-fee payment processing and pass on surcharges to customers.
• Bank of America ranks highest in merchant services customer satisfaction.

TROY, Mich.: 13 Jan. 2026 — Rising consumer interest in digital wallets, debit and credit cards, BNPL and even cryptocurrency has small business owners accepting more forms of payment than ever before, which puts third-party merchant services providers at the center of their livelihoods. According to the JD Power 2026 U.S. Merchant Services Satisfaction Study,^SM released today, the manner and speed with which transactions are processed, as well as the ability to manage costs and avoid software and hardware glitches, have become critical drivers of satisfaction with merchant services providers.

“Merchant services providers have become a vital link in the way small businesses manage payments and are a critical customer touchpoint, which can create opportunities and challenges for the companies providing the necessary technology services and hardware,” said John Cabell, managing director of payments intelligence at JD Power. “The data in this year’s study spotlights a rising tension between business owners’ growing pressure to offer multiple payment options and their increased desire to pass processing costs onto retail customers, a shift that can negatively affect the customer experience.”

Following are key findings of the 2026 study:

• Banks and specialists deliver on satisfaction: Large U.S. banks lead specialists and processors in overall merchant satisfaction, often integrating these payment processing services with existing banking relationships. In contrast, newer, software-driven specialist processors close the satisfaction gap to banks among startup small businesses. These specialist providers perform well among startups for their rewards programs and technology-driven guidance that helps businesses operate more efficiently.
• Digital payments continue to gain acceptance: Overall, 92% of merchants in the U.S. now accept payments via digital wallets, an increase of 4 percentage points since 2024. Likewise, BNPL is now accepted by 58% of U.S. small businesses, up from 54% in 2024. BNPL is now the fourth most accepted form of payment behind debit or credit cards (96%), digital wallets (92%), and cash (78%). Personal checks are now accepted by just 57% of U.S. small businesses, down from 63% in 2024.
• Is crypto next? Cryptocurrency adoption among U.S. small businesses stands at 19% this year, up 4 percentage points from 2025. In addition, sentiment is improving: 37% of merchants say they have a favorable view of cryptocurrency, and 33% of non-accepting merchants say they would likely accept crypto payments if their merchant services provider enabled the option.
• Surcharges create tough balancing act for business owners: Slightly more than one-third of small businesses (35%) now include surcharges for customers who use credit cards. New small businesses and those in the restaurant industry show the largest increases in this practice. However, the clear downside is that nearly one-third (32%) of merchants say their retail customers occasionally or frequently cancel a purchase and walk away when a surcharge is added to their transaction.
• Tip, donation and surcharge screens disrupt sales process: Nationwide, 61% of merchants use at least one default screen—such as tip, donation, or surcharge prompts—on their point-of-sale hardware. While these screens make it easier to apply extra charges, they also contribute to higher transaction abandonment rates by customers due to growing software and hardware issues. In general, only about half of customers (51%, down from 55% in 2025) never encounter a system problem.

Study Ranking

Bank of America ranks highest in merchant services satisfaction with a score of 750 (on a 1,000-point scale). Shopify (733) ranks second and Chase Payment Solutions (726) ranks third.

The U.S. Merchant Services Satisfaction Study evaluates merchant services providers in the United States with the largest market shares. Overall satisfaction results reflect overall corporate results, meaning they can include the results of various sub-brands or alternate brand names that operate under the respective corporate brand names. In some cases, brands profiled also currently have or recently have formed joint partnerships to provide merchant services to small business clients.

The 2026 study is based on responses from 4,407 small business customers of merchant services providers and measures satisfaction across six dimensions (in alphabetical order): advice and guidance on running your business; cost of processing payments; data security and protection; managing my account; payment processing; and quality of technology. The study was fielded from August through October 2025. 

For more information about the U.S. Merchant Services Satisfaction Study, visit https://www.jdpower.com/business/merchant-services-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI), and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

National Banks See Satisfaction Gains Fueled by High Levels of Trust, Better Digital Channels and Account Offerings but Seniors Miss Out, JD Power Finds

2025-12-10

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TROY, Mich.: 11 Dec. 2025 — Customer satisfaction with the nation’s largest banks has risen for the third straight year, according to the JD Power 2025 U.S. National Banking Satisfaction Study,^SM released today. Overall satisfaction increased by 8 points (on a 1,000-point scale) to 666, with better perceptions of the reasonableness of fees, support during challenging times, checking accounts, credit cards and certificates of deposit. Customers aged 64 and younger saw a 12-point satisfaction increase, while satisfaction among those 65 and older remained unchanged.

“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 JD 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 JD Power U.S. National Banking Satisfaction Study, visit https://www.jdpower.com/business/financial-services/national-bank-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Auto Finance Websites and Mobile Apps Deliver Improved Customer Experience, but Critical Performance Gaps Persist, JD Power Finds

2025-12-08

jillian.breska

TROY, Mich.: 9 Dec. 2025 — Auto loan customers are getting more mileage out of lender mobile apps and websites, but many providers still have a long way to go to bring their digital channels up to the standards customers have come to expect. According to the JD Power 2025 U.S. Automotive Finance Digital Experience Study,^SM released today, automotive finance mobile app performance has improved industry-wide this year, but captive lenders are still far behind non-captive bank brands when it comes to delivering an exceptional digital experience.

“A great digital experience is becoming a crucial component of customer retention. As more vehicle shoppers start using artificial intelligence (AI) and other digital tools to shop for their next auto loan, it will be critical for lenders to have a meaningful digital connection with existing loan customers so they stay top-of-mind throughout that process,” said Patrick Roosenberg, senior director of automotive finance intelligence at JD Power. “Currently, the bank brands are outperforming captive lenders by virtue of the powerful digital tools they’ve developed across other parts of their businesses, but the playbook of best practices is starting to become much clearer and there are huge opportunities for improvement in this space.”

Following are some key findings of the 2025 study:

• Non-captive mobile apps show significant improvement: Historically, auto lending mobile apps have trailed desktop sites in satisfaction and key metrics. That gap has closed among non-captive lenders, with an overall satisfaction score of 704 (on a 1,000-point scale) for mobile apps, which is two points higher than the overall satisfaction score for desktop websites. In the captive lender segment, however, desktop websites still outperform mobile apps, 703 vs. 684, respectively, a 19-point margin.  
• Non-captive apps outperform captive apps: Overall satisfaction among customers using non-captive mobile apps is 704, which is 20 points higher than among those using captive mobile apps (684). Captive app digital experiences also vary widely by brand. Non-captive lenders generally offer a more consistent user experience because they are developed using the bank’s mobile banking framework as a foundation.
• Positive digital experiences yield increased digital usage: Among lenders with overall satisfaction scores of 800 or higher, 91% of customers say they “definitely will” reuse their lender’s desktop website and 89% say they “definitely will” reuse their lender’s mobile app in the future. That intent to reuse digital channels is nearly halved among customers who say they had a poor experience with their lender’s website or app. 

“Channel consistency is still the name of the game in any digital financial services user experience,” said Jon Sundberg, senior director of digital solutions at JD Power. “Customers expect to have a seamless transition between websites, apps and offline communications, and brands that deliver that level of consistency and reliability are seeing steady improvement in their overall customer engagement, customer satisfaction and customer loyalty metrics.”

Study Ranking

Mercedes-Benz Financial Services ranks highest in digital experience satisfaction among captive lenders, with a score of 746. Audi Financial Services (740) ranks second and BMW Financial Services (727) ranks third.

Bank of America ranks highest in digital experience satisfaction among non-captive lenders, with a score of 741. Chase Auto (730) ranks second and Wells Fargo Auto (715) ranks third.

The U.S. Automotive Finance Digital Experience Study, now in its third year, evaluates customer satisfaction with auto finance websites and apps used to manage their accounts based on four criteria (in order of importance): visual appeal; information/content; navigation; and speed. The 2025 study is based on responses from 6,470 automotive finance customers who used their lender’s desktop website or mobile app. It was fielded in August-October 2025.

For more information about the U.S. Automotive Finance Digital Experience Study, visit https://www.jdpower.com/business/us-automotive-finance-digital-experience-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Banking and Credit Card Customers Complacent on Fraud Protection, Gen Z Most Likely Victims, JD Power Finds

2025-11-17

jillian.breska

TROY, Mich.: 18 Nov. 2025 — Despite the fact that more than one-fourth (29%) of bank customers and 24% of credit card customers have experienced some instance of fraudulent activity on their accounts in the past 12 months, many are still not taking any proactive measures to safeguard their accounts. According to the JD Power 2025 U.S. Financial Protection Satisfaction Study,^SM released today, 23% of bank customers and 29% of credit card customers have not taken any security measures, such as reviewing their accounts, updating passwords or adding multi-factor authentication to their accounts in the past 90 days. In most cases, these customers don’t recall their providers prompting them to take action on security measures.

“Financial institutions are spending billions on cybersecurity to address the constant threat of fraud, but there’s only so much they can do on their own. Customers really need to do their part by making use of the various tools provided to protect their accounts, but many are still not aware of the resources that are out there to help them,” said Jennifer White, senior director for banking and payments intelligence at JD Power. “Perhaps the biggest concern is that half (50%) of bank customers and 55% of credit card customers do not recall recently being prompted by their providers to take action on security measures. Customer awareness is key to a strong fraud defense and bank and credit card providers seem to be missing the mark on ensuring their customers are aware of their options.”

Following are some key findings of the 2025 study:

• Bank and credit card fraud disproportionately affects Gen Z: Overall, 29% of bank customers and 24% of credit card customers have experienced some form of financial fraud on their accounts in the past 12 months, with many experiencing more than one instance of fraud in that period. Fraud is most prevalent among members of Gen Z,¹ in which 43% have experienced some form of checking, savings or debit fraud and 41% have experienced credit card fraud in the past 12 months. This is likely the result of this younger generation’s increased use of debit cards and digital person-to-person payment (P2P) apps.
• Many customers take no action to protect accounts: Nearly one-fourth (23%) of bank customers and 29% of credit card customers have taken no proactive security measures to protect their accounts in the past 90 days. The most common protective measures include reviewing recent transactions, updating mobile apps and passwords and setting up account alerts.
• Account security prompts missing the mark: Half (50%) of bank customers and 55% of credit card customers have not been prompted by their providers to act on security measures in the past 90 days. The most common prompts are reminders to set up multi-factor authentication and to update passwords.
• No such thing as too much protection: Overall satisfaction scores are largely consistent in two metrics, one when customers perceive the level of security offered by their bank or credit card provider as just right and another when they perceive them as burdensome. Those satisfaction scores fall sharply, however, when security is perceived as lacking.

Methodology

The U.S. Financial Protection Satisfaction Study evaluates the experiences of customers of the largest retail banks and credit card issuers regarding the account protection and fraud resolution services provided by their financial institutions. Overall banking account protection satisfaction is measured across four dimensions (listed in order of importance): security updates and monitoring; communication; fraud resolution; and security settings. Overall credit card account protection satisfaction is measured in four dimensions (listed in order of importance): security updates and monitoring; fraud resolution; security settings; and communication. The 2025 study is based on responses from 40,197 customers in the United States who have a primary banking relationship with a qualifying bank or a primary credit card relationship with a qualifying credit card issuer. Responses were collected from September 2024 through September 2025.

Individual scores and rankings are not provided in this benchmarking study. Firms included in the study are (in alphabetical order):

American Express
Bank of America
Barclays
BMO
Capital One
Chase
Citi
Citizens Bank
Comerica Bank
Credit One Bank
Discover
Fifth Third Bank
First Citizens Bank
First Horizon Bank
Flagstar Bank
FNBO
Goldman Sachs
Huntington
KeyBank
M&T Bank
Merrick Bank
Navy Federal Credit Union
PNC
Premier Bankcard
Regions Bank
Santander
Synchrony
TD Bank
Truist
U.S. Bank
USAA
Wells Fargo

For more information about the U.S. Financial Protection Satisfaction Study, visit https://www.jdpower.com/business/financial-protection-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2006). Millennials (1982-1994) are a subset of Gen Y.

 

Affordability Challenges Begin to Influence Auto Loan Customer Satisfaction, JD Power Finds

2025-11-10

jillian.breska

TROY, Mich.: 13 Nov. 2025 — With average monthly auto finance payments reaching a record average high of $758 in October¹ and loan terms now routinely extending to upwards of 84 months, affordability has become a major factor for automotive loan customers. According to the JD Power 2025 U.S. Automotive Financing Satisfaction Study,^SM released today, customer satisfaction with lenders is heavily influenced by consumer financial health² and nearly one-third (29%) of borrowers are now categorized as financially vulnerable.  

“Auto loan customers are having very different experiences based on their relative levels of financial health,” said Patrick Roosenberg, senior director of automotive finance intelligence at JD Power. “While financially healthy borrowers are experiencing historically high levels of overall customer satisfaction, those in the vulnerable, stressed and overextended categories are significantly less satisfied with the lending experience. As lenders continue to fine-tune their offerings for different customer segments, they really need to focus on proactive communication and targeted services that address a variety of borrower needs.”

Following are some key findings of the 2025 study:

• Gaps in customer satisfaction based on financial health: The average overall satisfaction score for financially healthy automotive loan customers is 743 (on a 1,000-point scale). That score falls 150 points to 593 among financially vulnerable customers. Financially vulnerable customers also experience significantly lower levels of trust and brand advocacy.
• Education and onboarding at the dealership is critical: Financially healthy customers are considerably more likely to receive orientation information about their loan at the dealership while purchasing their vehicle. Fully 42% of financially healthy customers received orientation at the dealer, while just 25% of financially vulnerable customers received the same level of service. Slightly more than half (51%) of financially vulnerable customers received orientation information only after leaving the dealership.
• Bill payment pain points: Financially vulnerable customers are significantly more likely than financially healthy customers to pay their bills via their lender’s website or mobile app, while financially healthy customers are more likely to pay via ACH. Financially vulnerable customers are also significantly more likely to experience problems with their bill payment method.

Study Rankings

BMW Financial Services, Lincoln Automotive Financial Services and Mercedes-Benz Financial Services rank highest in customer satisfaction among premium lenders in a three-way tie, each with a score of 735. 

Ford Credit ranks highest among mass market lenders, with a score of 714. Chase Auto (705) ranks second and Bank of America (695) ranks third.

The U.S. Automotive Financing Satisfaction Study, formerly known as the U.S. Consumer Financing Satisfaction Study, measures overall auto financing customer satisfaction across eight core dimensions (in order of importance): level of trust with provider; loan/lease offering met needs; experience managing my loan/lease; keeps me informed about my loan/lease; experience obtaining loan/lease; makes it easy to do business with; digital channels; and people. This year’s study was fielded from September 2024 through September 2025 and is based on responses from 13,150 customers who financed a new or used vehicle through a loan or lease within the past three years.

For more information about the U.S. Automotive Financing Satisfaction Study, visit https://www.jdpower.com/business/automotive-financing-satisfaction-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power and GlobalData U.S. Automotive Forecast for October 2025 https://www.jdpower.com/business/press-releases/jd-power-globaldata-forecast-october-2025 

²JD Power measures the financial health of any consumer as a metric combining their spending/savings ratio, creditworthiness, and safety net items like insurance coverage. Consumers are placed on a continuum from healthy to vulnerable.