Latest news with #U.S.BankingMobileAppSatisfactionStudy
Business Wire
29-05-2025
- Business
- Business Wire
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 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 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 The J.D. Power auto-shopping tool can be found at
Business Wire
29-05-2025
- Business
- Business Wire
J.D. Power Recognizes Fifth Third as No. 1 for Banking Mobile App User Satisfaction Among Regional Banks
CINCINNATI--(BUSINESS WIRE)--J.D. Power today recognizes Fifth Third Bank (NASDAQ: FITB) as America's best mobile banking app experience among regional banks as part of its 2025 U.S. Banking Mobile App Satisfaction Study SM. Study respondents also rate Fifth Third No. 1 for Visual Appeal. 'We're honored by this recognition from our customers,' said Ben Hoffman, chief strategy officer and head of consumer products at Fifth Third. 'Our digital teams are dedicated to delivering seamless, high-quality experiences that align with how our customers choose to bank—whether in a branch or through our app. With millions of users engaging with our digital platforms over a billion times annually, we remain committed to listening, learning, and evolving our app to meet our customers' needs and power their financial journeys.' Fifth Third launched its next-generation mobile app in 2022, and today, more than 2.4 million users rely on it each month for seamless, everyday banking. Built to simplify financial life, the app delivers a powerful combination of innovation, usability, and personalization through industry-leading features: Early access to pay and secure, real-time person-to-person payments, giving customers more control over their money. A clean, modern interface with intuitive navigation, including dark mode and app theming tailored to specific customer segments. A streamlined onboarding experience that makes switching direct deposit effortless—so customers can quickly start receiving paychecks into their Fifth Third account. SmartShield® 1, a first-of-its-kind in-app security experience that gamifies digital safety, empowering users to protect their finances through interactive learning and proactive engagement. Instant card controls that allow users to quickly lock or unlock their credit cards, adding flexibility and peace of mind in moments that matter. Real-time card tracking that keeps customers informed on the status of their debit card orders—from processing to delivery—bringing added transparency to the experience. With a relentless focus on innovation, the Bank delivered hundreds of app enhancements in 2024, reinforcing its commitment to delivering more intelligent, responsive, and user-centric digital banking experiences. 'This recognition is a testament to the deep collaboration between product, technology and design at Fifth Third,' said Jude Schramm, chief information officer at Fifth Third. 'Our teams are focused on delivering digital experiences that truly serve our customers. We're continuously evolving through thoughtful, rapid innovation to make banking simpler, more intuitive, and—ultimately—a Fifth Third better.' Fifth Third also earned the top spot for Retail Banking Customer Satisfaction in Florida for the second year in a row as part of the J.D. Power 2025 U.S. Retail Banking Satisfaction Study SM. About Fifth Third Fifth Third is a bank that's as long on innovation as it is on history. Since 1858, we've been helping individuals, families, businesses and communities grow through smart financial services that improve lives. Our list of firsts is extensive, and it's one that continues to expand as we explore the intersection of tech-driven innovation, dedicated people and focused community impact. Fifth Third is one of the few U.S.-based banks to have been named among Ethisphere's World's Most Ethical Companies ® for several years. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation's highest performing regional bank, but to be the bank people most value and trust. Fifth Third Bank, National Association is a federally chartered institution. Fifth Third Bancorp is the indirect parent company of Fifth Third Bank and its common stock is traded on the NASDAQ ® Global Select Market under the symbol "FITB." Investor information and press releases can be viewed at Deposit and credit products provided by Fifth Third Bank, National Association. Member FDIC. 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 The J.D. Power auto-shopping tool can be found at Fifth Third Bank received the highest score among regional banks ($65B to $250B in deposits) in the J.D. Power 2025 U.S. Banking Mobile App Satisfaction Study, which measures customer satisfaction with financial institutions' mobile applications for banking account management. Visit for more details. Fifth Third Bank received the highest score in Florida in the J.D. Power 2024-2025 U.S. Retail Banking Satisfaction Studies (tied in 2025), which measure customers' satisfaction with their primary bank. Visit for more details. Download and use of Fifth Third mobile app is subject to Digital Services User Agreement terms and conditions. 1 Fifth Third employs a number of fraud protection measures to help protect your account. Your SmartShield dashboard is a free tool to customize alerts and help further secure your information. You may also enroll in Fifth Third Identity Alert, an optional, non-FDIC insured product with enhanced features, subject to additional fees, provided by Fifth Third's vendor, Trilegiant.
