New York-based Chase Bank received the highest customer satisfaction rating among six nationwide banks, scoring 854 out of 1,000, according to a new J.D. Power study released today. Following Chase were PNC, which earned a rating of 849, and U.S. Bank, which earned a rating of 839. For all six of the largest retail banks — which also include Bank of America, Wells Fargo and Citibank — the average customer satisfaction rating was 832.
The study noted that consumers value convenience, seamless digital offerings and strong checking account and credit card offerings. “As we dig into the results, it becomes clear that consistency, above all else, is what sets the top performers apart from the pack,” said Bob Neuhaus, financial services consultant at J.D. Power. “Whether it’s through a credit card, a branch or a mobile banking interaction, national bank customers are most satisfied when they can rely on their bank for a consistent multi-channel experience.”