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Team Clark’s favorite online banks charge no fees on checking accounts, pay decent interest on your savings account and never rip you off. But which financial institutions are doing the best job delivering solid customer service?
Banking with a financial institution that offers good customer service is great when you need help with a particular issue or just some personal attention to your accounts. To measure customer satisfaction, we looked at rankings from both the American Consumer Satisfaction Index (ACSI) and J.D. Power.
The contrast between the two studies is worth noting: ACSI shows a small uptick in customer satisfaction with banks overall, while J.D. Power says customers are losing confidence in big financial institutions.
ACSI’s Finance Study 2021-2022 is based on interviews with 13,546 customers contacted via email between October 2021 and September 2022.
National banks and what ACSI calls “super-regional” financial institutions have improved slightly in customer satisfaction. Banks in both categories posted gains for benchmarks such as bank teller helpfulness, staff courtesy and the number of branches and ATMs.
Here are some key findings from the report, which grades banks on a 100-scale:
Let’s take a look at the top national banks first, and then we’ll move on to the super-regional banks.
Bank | 2022 Score | Change From Previous Year |
---|---|---|
Citibank | 78 | 1 |
Bank of America | 77 | 1 |
Chase | 77 | 0 |
Wells Fargo | 76 | 3 |
Overall Average | 77 | 1 |
Bank | 2022 Score | Change From Previous Year |
---|---|---|
Capital One | 81 | 4 |
PNC Bank | 78 | 3 |
U.S. Bank | 77 | 3 |
Citizens Bank | 76 | 3 |
Fifth Third Bank | 76 | 3 |
Regions Bank | 76 | 1 |
TD Bank | 76 | 0 |
Bank of the West | 74 | NA |
KeyBank | 74 | 1 |
Overall Average | 76 | 1 |
Read the full Finance Study 2021-2022 from ACSI.
J.D. Power’s 2022 U.S. Retail Banking Satisfaction Study indicates that many financial institutions are losing ground with customers when it comes to delivering on expectations.
Here are some key findings from J.D. Power:
To produce this report, J.D. Power says it collected responses from more than 101,000 bank customers between April 2021 and January 2022.
The study uses seven metrics to gauge customer satisfaction: 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 report analyzes customer satisfaction with banks in 15 geographic regions around the United States. Below are the top banks in each region based on their scores, on a 1,000-point scale.
Bank | Region | Score |
---|---|---|
U.S. Bank | California | 669 |
Regions Bank | Florida | 697 |
Wintrust Community Bank | Illinois | 733 |
Central Bank of the Midwest | Lower Midwest | 685 |
PNC | Mid-Atlantic | 684 |
Bangor Savings Bank and Rockland Trust (tie) | New England | 722 |
City National Bank | North Central | 706 |
Banner Bank | Northwest | 685 |
New York Community Bank | New York Tri-State | 690 |
S&T Bank | Pennsylvania | 675 |
Hancock Whitney Bank | South Central | 694 |
United Community Bank | Southeast | 730 |
FirstBank | Southwest | 680 |
Frost | Texas: | 755 |
Chase | Upper Midwest | 661 |
Read more on the report from J.D. Power.
Clark is not a fan of the big banks. Not only does he think you can get better savings rates elsewhere, but his advice is to put your money somewhere that won’t, in his words, “‘fee’ you to death.”
“Many big banks seem to pride themselves on what I call ‘customer no service.’ It’s not a question of if — but when — you’ll get ripped off by your big bank,” Clark says.
This post was last modified on November 18, 2022 12:53 pm
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