J.D. Power survey finds consumer satisfaction scores stay steady, but rising rate environment has them open to change
Survey of more than 100,000 retail bank customers finds:
46% Certain they’ll stay with their current bank
29% Say they’re charged too many/high fees
26% Report having a poor customer experience
17% Higher than average satisfaction scores
13% Likely to switch banking providers
8% Have already changed their primary bank
Source: J.D. Power, “2024 US Retail Banking Satisfaction Study,” March, 2024