2024 Consumer Bank Satisfaction Survey

Americans are happy with their bank…

• 9 in 10 account holders are “very satisfied” or “satisfied” with their primary bank 
• 94% rate their bank’s customer service as “excellent,” “very good” or “good”
• 8 in 10 agree they have multiple options when selecting products and services such as bank accounts, loans and credit cards
• 3 in 4 believe their bank is transparent about disclosing fees  
• 81% say the financial services industry is highly competitive

…and know it takes great measures to protect them.

• 9 in 10 agree their bank takes proactive steps to protect them from fraud/scams
• 3 in 4 believe their bank does more than businesses in other industries to protect them from fraud/scams

By a large margin over other industries, consumers trust banks most to keep their information secure

• 32% Banks
• 19% Healthcare providers
• 7% Non-bank fintech providers
• 6% Government
• 2% Cryptocurrency companies
• 1% Major retailers
• 1% Telecom Companies

Consumers know banks are vital to a strong U.S. economy:

• 7 in 10 say our nation’s 4,500 banks are a source of strength for the U.S. economy and appreciate the role banks play in supporting the financial needs of individuals, businesses and local communities
• Two-thirds are confident in America’s banks as a whole and their ability to support individuals, businesses, and local communities

Source: Morning Consult, on behalf of the American Bankers Association, conducted an online survey from October 7-10, 2024. The margin of error is plus or minus 2 percentage points, from a weighted sample of 4,508 adults.