The news: Customer satisfaction is rising despite declining financial health, income, deposits, and investments—driven by banks’ stronger focus on personalized, supportive service, per J.D. Power’s 2025 US Retail Banking Satisfaction Study.
The details: Banks are amplifying efforts to help customers manage finances, avoid fees, resolve problems, and access financial tools. The following performance metrics improved since last year’s survey:
- Overall satisfaction score rose by 11 points.