2025 Consumer Satisfaction Survey Spring

Americans are happy with their bank…

• 9 in 10 account holders are "very satisfied" or "satisfied" with their primary bank
• 93% rate their bank's customer service as "excellent," "very good" or "good"

• 83% agree they have multiple options when selecting products and services such as bank accounts, loans and credit cards

• 8 in 10 believe their bank is transparent about disclosing fees
• 8 in 10 say the financial services industry is highly competitive

…and credit their bank for trying to protect them from fraud.

• 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

Consumers know banks are vital to the U.S. economy:

• 3 in 4 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
• 7 in 10 are confident in America's banks as a whole and their ability to support individuals, businesses, and local communities

Consumers support access to affordable credit for America's farmers, ranchers and rural communities

• 72% are concerned about the financial well-being of America's agricultural economy and rural communities
• 3 in 4 support Congress passing legislation that would expand access to affordable credit for America's farmers, ranchers and rural communities

Consumers support cannabis banking

• By more than 3 to 1 consumers support Congress passing legislation that allows cannabis businesses to access banking services
• By nearly 3 to 1 consumers worry that current federal laws barring banks from providing financial services to legal cannabis businesses are harming public safety in states where cannabis is legal

Source: Morning Consult, on behalf of the American Bankers Association, conducted an online survey from March 21-23, 2025. The margin of error is plus or minus 1 percentage point, from a weighted sample of 4,475 adults.