ABA Banking Journal
No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
SUBSCRIBE
ABA Banking Journal
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
No Result
View All Result
No Result
View All Result
ADVERTISEMENT
Home Newsbytes

J.D. Power: Satisfaction with credit card apps falls as usage rises

June 3, 2022
Reading Time: 2 mins read
J.D. Power: Satisfaction with credit card apps falls as usage rises

Most customers are dissatisfied with their credit card mobile apps and online options, according to the results of recent studies by J.D. Power. Overall satisfaction with most digital channels has declined as usage has increased, the studies report.

Many customers are financially stressed, and they want their bank and credit card providers to help them manage their finances via online tools. In delivering personalization through high-touch digital channels, however, most banks and credit card providers are missing the mark, according to the studies. “We’re seeing a lot of volatility in customer satisfaction scores … driven by a combination of heightened customer expectations for what a digital experience should look like,” said Jennifer White with J.D. Power. “The tough economic climate has amped up the urgency of those expectations.”

While satisfaction increased slightly (up five points on a 1,000-point scale) for national bank websites, satisfaction fell among national bank mobile apps, credit card mobile apps, credit card websites, and regional bank mobile apps and websites. Satisfaction with national banking apps declined by 17 points. Among retail bank customers who visit their bank’s branch, 73% said they have a personal relationship with that bank. Among those who primarily use the bank’s digital channels, that percentage fell to 53%. A bright spot in the studies indicated that digital spending analysis and budgeting tools are associated with a significant increase in customer satisfaction across all segments.

Capital One ranked highest in banking mobile app satisfaction among national banks, followed by Chase and Wells Fargo. Capital One was first in online banking satisfaction among national banks, followed by Chase and Bank of America. Discover ranked highest in credit card mobile app satisfaction, followed by Capital One and Bank of America. Huntington was highest in banking mobile app satisfaction among regional banks, with Santander second and Fifth Third Bank at third. Regions Bank ranked highest in online banking satisfaction among regional banks, followed by Fifth Third Bank and Huntington.

 

ADVERTISEMENT
Tags: Credit cardsCustomer expectationsCustomer retentionCustomer satisfactionMobile bankingOnline bankingSurveys
ShareTweetPin

Related Posts

Regulators take issue with discrimination definition in proposed appraisal standards

HUD reverses Biden-era policies on appraisal review

Compliance and Risk
July 11, 2025

HUD eliminated several of the core policies adopted by the Property Appraisal and Valuation Equity task force, an interagency group of 13 federal agencies formed during the Biden administration to address alleged discrimination in the appraisal process.

ABA donates to Texas flood relief efforts, urges bankers to contribute

ABA donates to Texas flood relief efforts, urges bankers to contribute

Community Banking
July 10, 2025

ABA will donate $10,000 to Texas Bankers Foundation to assist with immediate disaster response and recovery following the recent catastrophic flooding in Central Texas.

Mortgage rates fall

Mortgage rates rise

Economy
July 10, 2025

The rate for a 30-year fixed-rate mortgage was 6.72% this week. The rate for a 15-year fixed-rate mortgage was 5.86%.

Fed releases agenda for upcoming conference on large bank capital requirements

Fed seeks public input on large bank rating system revision

Compliance and Risk
July 10, 2025

The Federal Reserve requested comment on a proposal to revise its supervisory rating framework for large bank holding companies to address the "well managed" status of the firms.

Senate Banking Committee advances OCC, SEC nominations

Senate confirms Gould as comptroller of the currency

Newsbytes
July 10, 2025

The Senate voted to confirm Jonathan Gould as comptroller of the currency. He succeeds Rodney Hood, who is acting comptroller.

FinCEN, IRS-CI launch series to help banks combat fentanyl trafficking

FinCEN extends compliance dates for fentanyl orders

Compliance and Risk
July 9, 2025

FinCEN has extended by more than a month the effective dates for orders involving three Mexico-based financial institutions with alleged ties to fentanyl trafficking, according to an agency statement.

NEWSBYTES

ABA donates to Texas flood relief efforts, urges bankers to contribute

July 10, 2025

Mortgage rates rise

July 10, 2025

Fed seeks public input on large bank rating system revision

July 10, 2025

SPONSORED CONTENT

Navigating Disruption in Ag Lending – Why Tariffs Are Just the Tip of the Iceberg

Navigating Disruption in Ag Lending – Why Tariffs Are Just the Tip of the Iceberg

July 1, 2025
AI Compliance and Regulation: What Financial Institutions Need to Know

Unlocking Deposit Growth: How Financial Institutions Can Activate Data for Precision Cross-Sell

June 1, 2025
Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

April 25, 2025
Outsourcing: Getting to Go/No-Go

Outsourcing: Getting to Go/No-Go

April 5, 2025

PODCASTS

Breaking down the bank-related provisions in the big budget bill

July 10, 2025

Podcast: Inside ABA’s new Treasury Check Verification System API

June 25, 2025

Podcast: Staying close to clients amid tariff-driven volatility

June 18, 2025
ADVERTISEMENT

American Bankers Association
1333 New Hampshire Ave NW
Washington, DC 20036
1-800-BANKERS (800-226-5377)
www.aba.com
About ABA
Privacy Policy
Contact ABA

ABA Banking Journal
About ABA Banking Journal
Media Kit
Advertising
Subscribe

© 2025 American Bankers Association. All rights reserved.

No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive

© 2025 American Bankers Association. All rights reserved.