Consumer Bank Satisfaction Infographic

Americans are happy with their bank...

• 9 in 10 account holders are "very satisfied" or "satisfied" with their primary bank
• 97% rate their bank's customer service as "excellent", "very good" or "good"
• 3 in 4 are "very satisfied" or "satisfied" with their bank's response
• 81% said tech improvements by banks are making it easier to access financial services

...and trust banks most to keep their information secure.

By a large margin over other industries and in every age group:

Industries:

• 48% - Banks
• 25% - Healthcare providers
• 13% - Non-bank payment providers (such as Apple Pay, Venmo and PayPal)
• 10% - The government
• 2% - Telecom companies (such as Sprint, Verizon and AT&T)
• 2% - Major retailers

Age Group:

• 47% - Gen Z (1997-2012)
• 45% - Millennials (1981-1996)
• 44% - Gen X (1965 - 1980)
• 54% - Baby Boomers (1946-1964)

3 in 4 want the company handling their finances to be regulated like a bank

• 67% want their banking services to be through a traditional financial company like a bank

vs

• 7% want their banking services to be through the federal government

vs

• 10% want their banking services to be through neither a bank nor the federal government

Source: Morning Consult, on behalf of the American Bankers Association, conducted an online survey of 2,201 U.S. adults from Oct. 1-3, 2021.