Bank and Credit Card Apps and Websites Struggle to Stand Out, J.D. Power Finds
BUSINESS WIRE)--As mobile apps and websites have increasingly become the primary customer touch point for the nation's bank and credit card brands, it's getting harder to tell them apart from one another, given the similarity in core capabilities. According to a series of recent studies of bank and credit card mobile app and online users, released today by J.D. Power, the gap between best-performing and lowest-performing apps and websites has shrunk to its lowest level to date, providing customers a highly consistent but unmemorable digital experience from one brand to the next.
The studies—J.D. Power 2025 U.S. Banking Mobile App Satisfaction Study; SM J.D. Power 2025 U.S. Online Banking Satisfaction Study; SM J.D. Power 2025 U.S. Credit Card Mobile App Satisfaction Study; SM and J.D. Power 2025 U.S. Online Credit Card Satisfaction Study SM —track overall customer satisfaction with banking and credit card providers' digital offerings.
'We're seeing the digital customer experience for banking and credit card apps and websites plateau as most players have refined their digital properties around a well-defined set of proven industry best practices,' said Sean Gelles, senior director of banking and payments intelligence at J.D. Power. 'However, as the consumer technology landscape rapidly evolves with generative artificial intelligence and other advanced tools becoming part of consumers' everyday lives, banks and credit card companies are under growing pressure to innovate and elevate digital offerings.'
Following are some key findings of the 2025 studies:
Overall satisfaction improves: When it comes to the foundational basics of the digital customer experience, such as seamless and speedy log-in, modern appearance and easy navigation, the majority of bank and credit card mobile apps and websites deliver a positive, if somewhat homogenous, customer experience. Overall satisfaction with U.S. national banking apps is 669 (on a 1,000-point scale), up 18 points from 2024, and overall satisfaction with credit cards is 659, up 10 points from 2024.
Multifactor authentication finds its groove: Once considered a cumbersome hinderance to the log-in process, multifactor authentication has now become a key driver of customer satisfaction. Among national banking app users, overall customer satisfaction is 16 points higher when customers use multifactor authentication prior to log-in. This is likely the result of increased focus on security among customers and improvements in the authentication process, which have made it easier to log-in using multifactor authentication.
An opening for AI: Virtual assistant utilization and customer satisfaction both decline in the 2025 studies. While virtual assistants are increasingly adopted by banks, many have fallen short of customer expectations due to limited conversational capabilities and narrow functionality. Although some banks and credit card companies are beginning to integrate AI and generative technologies, these assistants remain far less advanced than some state-of-the-art models with which customers are becoming increasingly accustomed.
'We're seeing customer satisfaction improving with banking and credit card apps and websites this year because of technical enhancements and speed,' said Jon Sundberg, director of digital solutions at J.D. Power. 'There is no question these digital tools have become more user-friendly, but utility alone is not the only factor in the overall digital experience. To differentiate and keep pace with ever-growing consumer expectations, banks and credit card companies are going to need to innovate further and break new ground on the complete digital experience.'
Study Rankings
Bank of America ranks highest in banking mobile app satisfaction among national banks, with a score of 678. PNC (675) ranks second and Chase (673) ranks third.
Capital One ranks highest in online banking satisfaction among national banks, with a score of 684. Chase (681) ranks second and Bank of America (670) ranks third.
American Express ranks highest in credit card mobile app satisfaction for a second consecutive year, with a score of 687. Wells Fargo (676) ranks second and Discover (674) ranks third.
American Express ranks highest in online credit card satisfaction for a second consecutive year, with a score of 704. Wells Fargo (693) ranks second and U.S. Bank (690) ranks third.
Fifth Third Bank ranks highest in banking mobile app satisfaction among regional banks, with a score of 667. Santander (666) ranks second and M&T Bank (660) ranks third.
Regions Bank ranks highest in online banking satisfaction among regional banks for a second consecutive year, with a score of 683. Huntington (683) ranks second and Citizens Bank (667) ranks third.
See the rank chart for each segment at http://www.jdpower.com/pr-id/2025056.
The U.S. Banking Mobile App Satisfaction Study; U.S. Online Banking Satisfaction Study; U.S. Credit Card Mobile App Satisfaction Study; and U.S. Online Credit Card Satisfaction Study each measure overall satisfaction with banking and credit card digital channels based on four factors: navigation; speed; visual appeal; and information/content. The 2025 studies are based on responses from 16,781 retail bank and credit card customers nationwide and were fielded from January through March 2025.
To learn more about these studies, visit https://www.jdpower.com/business/digital-banking-and-credit-card-studies-platform.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
Hashtags
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Business Wire
2 hours ago
- Business Wire
'AI-First' Hype Gives Way to Reality: New Speechmatics Report Reveals What's Actually Working in AI
CAMBRIDGE, UK--(BUSINESS WIRE)--After a wave of bold 'AI-first' announcements from major tech players, many are now scaling back. Rather than betting on speculative demos, successful enterprises are treating Voice AI as critical infrastructure. Share As the AI gold rush slows, a new report from Speechmatics explores what's actually working — and where the real value lies. Titled The Voice AI Reality Check: Frontline Perspectives for Enterprise in 2025, the report zeroes in on one of the fastest-evolving areas of AI: Voice AI. Built on interviews with leaders across healthcare, compliance, media, public services, and research, it reveals a clear shift from flashy demos to embedded, operational AI — where tools assist humans, deliver measurable ROI, and quietly power core infrastructure. Report highlights include: Assistive over autonomous: The most effective deployments augment people rather than replace them. Assistive agents are driving real ROI. Multilingual as standard: Real-time code-switching is now a baseline requirement, not a bonus. Accuracy is make-or-break: With growing global concerns over AI hallucinations, precision is essential — especially in compliance-heavy environments. Voice as infrastructure: Quietly embedded tools are outperforming headline-grabbing features. Rather than betting on speculative demos, successful enterprises are treating Voice AI as critical infrastructure. It's being embedded into workflows that demand speed, accuracy, and trust — from noisy control rooms to multilingual contact centres. The report closes with future-looking predictions, outlining the rise of emotionally intelligent, adaptive, and natively multilingual voice systems — and offers guidance on what enterprises must prioritise next.
Business Wire
2 hours ago
- Business Wire
FIA President Mohammed Ben Sulayem Looking Forward to Visiting ‘Iconic' Macau for the 2025 FIA Annual Conference
MACAU--(BUSINESS WIRE)--The Fédération Internationale de l'Automobile (FIA), the global governing body for motorsport and the federation for mobility organisations worldwide, will shortly be in Macau for the 2025 FIA Extraordinary General Assembly and Annual Conference. Marking the first time this event has ever taken place in this diverse region, the conference will be hosted in partnership with the Automobile General Association Macao-China (AAMC) and Galaxy Entertainment Group and held at the Galaxy International Convention Centre. The event will welcome over 500 senior FIA delegates across mobility and motorsport from 149 countries, offering the opportunity to address key initiatives in road safety, sustainable mobility, regional sporting growth, and innovation in transport, with the FIA President Mohammed Ben Sulayem in attendance. Speaking ahead of his visit to Macau, FIA President Mohammed Ben Sulayem said: 'Global gatherings like this are vital to the health of our federation. Bringing our community together allows us an invaluable opportunity for engagement and participation, particularly within a pivotal election year. 'The Members of the FIA are at the heart of everything we do, and I am looking forward to being inspired by and connected to them over the next few days, strengthening the link between sport and mobility, expanding our reach, and continuing to impact the global stage. 'I am incredibly proud of the progress we have made together during my first term in office and look forward to continuing that partnership going forward. I am committed to the transformation of the FIA, so it can be an even more positive force for society. Globally, we remain committed to growing motorsport participation through grassroots initiatives and accessibility programmes such as the Affordable Cross Car and the Global Karting Plan. 'At the same time, we continue to empower all regions through our mobility capabilities, maintaining a central role in the automotive industry and leading the dialogue on the future of sustainable cities, safety, and transport.' Commenting on the location of this year's conference, Ben Sulayem said: 'Macau is iconic within the world of motorsport and a fitting location for the FIA to host one of the most important weeks of our calendar. I look forward to seeing much of what this unique destination has to offer.' The conference follows the FIA's recent announcement regarding the FIA's significant financial turnaround and strongest results in almost ten years. Reporting a profit of €4.7m, and an operating income of €182m for 2024, this puts the FIA back in the black following the inheritance of a €-24.0m deficit in 2021 from the previous administration. The conference will be attended by representatives from the 245 FIA Member Clubs. This structure forms the backbone of the federation's governance and operations, with each full Member Club holding voting rights across the FIA's elections and regulatory decisions. Clubs are grouped into two primary categories, with some serving in both roles: Mobility Clubs – provide mobility services and represent the interest of road users, with a focus on road safety, travel and tourism, consumer rights, and sustainable mobility National Sporting Authorities (ASNs) – govern and develop motorsport at a national level, are responsible for sporting events, issuing licenses, and engagement across regulations The Fédération Internationale de l'Automobile (FIA) is the governing body for world motor sport and the federation for mobility organisations globally. It is a non-profit organisation committed to driving innovation and championing safety, sustainability and equality across motor sport and mobility. Founded in 1904, with offices in Paris, London and Geneva, the FIA brings together 245 Member Organisations across five continents, representing millions of road users, motor sport professionals and volunteers. It develops and enforces regulations for motor sport, including seven FIA World Championships, to ensure worldwide competitions are safe and fair for all. The 2025 FIA Conference is hosted in association with Galaxy Entertainment Group and will be held at the International Convention Centre from 10-12 June. The Galaxy International Convention Centre is situated within the Galaxy Macau Integrated Resort which regularly plays host to world class sporting and conference events, and international exhibitions.
Business Wire
2 hours ago
- Business Wire
Azafaros to Present at BIO International Convention 2025 Following Successful €132M Series B Financing
LEIDEN, Netherlands--(BUSINESS WIRE)--Azafaros, a clinical-stage biotechnology company developing novel therapies for rare lysosomal storage disorders (LSDs), today announced that it will present at the 2025 BIO International Convention taking place in Boston, USA, from 16-19 June. The company's presentation is scheduled for . Upcoming presentation at BIO 2025 follows successful Series B funding round and encouraging data from ongoing trials The presentation will highlight Azafaros' progress in developing nizubaglustat, its lead investigational compound for the treatment of rare lysosomal storage disorders with neurological involvement, including GM1 and GM2 gangliosidoses and Niemann-Pick disease type C (NPC). This announcement follows Azafaros' recently completed and oversubscribed €132 million Series B financing round, which will support advancing nizubaglustat into pivotal clinical development. The company is on track to initiate two Phase 3 trials in GM1/GM2 gangliosidoses and NPC in 2025. Earlier this year, Azafaros reported positive topline results from its ongoing Phase 2 study evaluating nizubaglustat in patients with GM2 gangliosidosis and NPC. The current Ph2 extension study demonstrated a favorable safety profile after more than 12 months of treatment. In addition, preliminary improvements or stabilization in key clinical endpoints were observed in the majority of patients, underscoring promising efficacy trends for nizubaglustat. 'We are excited to share our latest progress at BIO 2025, including the continued clinical development of nizubaglustat which holds strong potential as a meaningful treatment option for patients with devastating neurodegenerative lysosomal disorders,' said Stefano Portolano, CEO at Azafaros. 'With the support of our recent financing round and encouraging data from our ongoing trials, we can continue our rapid momentum to bring this product into pivotal clinical studies as we work to develop a potential new solution for this area where there is a significant unmet need.' About nizubaglustat Nizubaglustat is a small molecule, orally available and brain penetrant azasugar with a unique dual mode of action, developed as a potential treatment for rare lysosomal storage disorders with neurological involvement, including GM1 and GM2 gangliosidoses and Niemann-Pick disease type C (NPC). Nizubaglustat has received Rare Paediatric Disease Designations (RPDD) for the treatment of GM1 and GM2 gangliosidoses and NPC, Orphan Drug Designations (ODD) for GM1 and GM2 gangliosidosis (Sandhoff and Tay-Sachs Diseases) and NPC, as well as Fast Track Designation and IND clearance for GM1/GM2 gangliosidoses and NPC from the US Food and Drug Administration (FDA). Additionally, nizubaglustat has been awarded Orphan Medicinal Product Designation (OMPD) for the treatment of GM1 and GM2 gangliosidoses by the European Medicines Agency (EMA) and Innovation Passport for the treatment of GM1 and GM2 gangliosidoses from the UK Medicines and Healthcare Products Regulatory Agency (MHRA). About GM1 and GM2 gangliosidoses GM1 gangliosidosis and GM2 gangliosidosis (Tay-Sachs and Sandhoff diseases) are lysosomal storage disorders caused by the accumulation of GM1 or GM2 gangliosides respectively, in the central nervous system (CNS). This results in progressive and severe neurological impairment and premature death. These diseases mostly affect infants and children, and no disease-modifying treatments are currently available. About Niemann-Pick disease Type C (NPC) Niemann-Pick disease Type C is a progressive, life-limiting neurological lysosomal storage disorder caused by mutations in the NPC1 or NPC2 gene and aberrant endosomal-lysosomal trafficking, leading to the accumulation of various lipids, including gangliosides in the CNS. The onset of disease can happen throughout the lifespan of an affected individual, from prenatal life through adulthood. About Azafaros Azafaros is a clinical-stage company founded in 2018 with a deep understanding of rare genetic disease mechanisms using compound discoveries made by scientists at Leiden University and Amsterdam UMC and is led by a team of highly experienced industry experts. Azafaros aims to build a pipeline of disease-modifying therapeutics to offer new treatment options to patients and their families. By applying its knowledge, network and courage, the Azafaros team challenges traditional development pathways to rapidly bring new drugs to the rare disease patients who need them. Azafaros is supported by leading healthcare investors including Jeito Capital, Forbion Growth, Seroba, Pictet Group and a syndicate of leading Dutch and Swiss existing investors including Forbion Ventures, BioGeneration Ventures (BGV), BioMedPartners, Asahi Kasei Pharma Ventures, and Schroders Capital.
