Despite an uncertain economy marked by declining total deposits, household income and investments, retail bank customer satisfaction has seen a spike in 2025.

Retail consumer satisfaction in 2025 rose 11 points from 2024 to 655 on a 1,000-point scale, according to the J.D. Power 2025 U.S. Retail Banking Satisfaction Study, released today. The rise is attributed to banks enhancing personalized relationships, improving fee transparency and offering better financial management tools, according to the report.

The study ranks banks across 15 regions, with Chase, Capital One, Frost Bank and Centier Bank among the top performers. Conducted over a year with over 109,000 responses, the study highlights the growing importance of trust, digital channels and customer-centric solutions in banking satisfaction.

Key findings of the report include:

• Improved fee transparency: More customers now understand their bank’s fee structure and how to avoid charges.
• Faster problem resolution: 66% of issues were resolved within one day, up from 62% in 2024.
• Financial tools drive engagement: Awareness of services like credit score monitoring and budgeting tools led to significantly higher satisfaction scores.

As economic challenges persist, banks that continue to prioritize customer engagement and proactive problem-solving will be best positioned to build lasting trust and loyalty, according to the report.

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