Capital One leads for customer satisfaction for the second year in a row
Capital One became the top-ranked retail bank for overall customer satisfaction for the second year in a row, with an overall satisfaction score of 692 on a 1,000-point scale in JD Power’s latest National Bank Satisfaction Survey in the USA.
The McLean, Va.-Based bank was identified in the study as the best performer in delivering digital channels, helping customers save time or money, delivering account offerings that meet needs. customers and enabling customers to bank when and how they want.
The study, which is in its fifth year, provides an overview of the customer experience with all retail banking product lines for nine national banks in the United States. It assesses the bank’s customer experience across seven factors, including trust, people, account offerings, allowing customers to bank how and when they want, saving time and money. money, digital channels, and problem or complaint resolution.
PNC placed second with a score of 684 and achieved the best results in solving customer problems and building overall brand trust, while TD Bank placed third with a score of 673, with the best results in terms of human factor, with representatives, cashiers and call center agents who have excelled in customer relations.
Chase and US Bank scored 663 above the industry average, while Citibank, Bank of America, Truist and Wells Fargo scored below the industry average.
Paul McAdam, Senior Director of Banking Services at JD Power, said: “Customers expect the country’s largest retail banks to be able to satisfy them on their terms across all channels, providing a flexible and highly engaging experience throughout the process. “
“Retail bank customers say that the most important steps banks can take to deliver this highly personalized level of service are to provide relevant account alerts and advice on how to save money and save money. ‘optimize spending’ McAdam said.
“It’s also worth noting, in light of Capital One’s recent announcement that it is eliminating overdraft fees, that proactive efforts by banks to help customers avoid fees are one of the most powerful ways to personalize the banking experience. “
In July, large banks outperformed regional banks in terms of satisfaction with mobile applications, according to a study by JD Power. Bank of America achieved the highest satisfaction score among domestic banks.