The Best Banks of 2015

JD Power’s annual customer satisfaction study is the longest-running and most in-depth survey of the retail banking industry, with more than 80,000 consumers evaluating various aspects of their banking experience. The study measures satisfaction in six factors: account information; channel activities (ATM, branch, call center, IVR, mobile, and website); facility; fees; problem resolution; and product offerings.

Banks are ranked based on overall customer satisfaction in each of the following regions: California, Florida, Mid-Atlantic, Midwest, New England, North Central, Northwest, South Central, Southeast, Southwest and Texas. Satisfaction is measured on a 1,000-point scale.

Click on the region bars below to see the best and worst banks in each region.

Summary Retail Bank Ratings, by Region:

California Region: Rabobank ranks highest in the California region with a score of 816 and performs particularly well in the account information, fees and channel activities factors. Following Rabobank in the rankings are Chase, Bank of the West and Union Bank with scores above or near 800.  Bank of America fared worst with a score of 767.

 

Rabobank816
Chase800
Bank of the West798
Union Bank798
BBVA Compass (Compass Bank)793
U.S. Bank792
Wells Fargo787
Region Average785
California Bank& Trust778
Citibank775
Bank of America767

Florida Region: Chase ranks highest in the Florida region with a score of 834, performing particularly well in the facility and channel activities factors. TD Bank (830) and PNC Bank (826) follow in the rankings.  Bank of America comes in worst at 783

Chase834
TD Bank830
PNC Bank826
SunTrust Bank817
Regions Bank811
Fifth Third Bank810
Region Average801
Wells Fargo798
Citibank784
Bank of America783

Mid-Atlantic Region: Susquehanna Bank ranks highest in the region with a score of 834. Northwest Savings Bank (last year’s top scorer) and S&T Bank follow with scores of 821, and 810, respectively.  The worst score goes to HSBC at a dismal 716.

Susquehanna Bank834
Northwest Savings Bank821
S&T Bank810
Hudson City Savings Bank807
Branch Banking & Trsut (BB&T)805
Community Bank801
Fulton Bank801
TD Bank799
PNC Bank798
Chase796
Citizens Bank794
Huntington National Bank794
SunTrust Bank793
First National Bank of Pennsylvania792
First Commonwealth Bank791
NBT Bank791
M&T Bank790
National Penn Bank790
Capital One789
Wells Fargo785
Region Average785
First Niagara Bank782
New York Community Bank779
Apple Bank for Savings776
Valley National Bank776
Citibank775
KeyBank771
Astoria FS&LA762
Bank of America758
Santander Bank752
HSBC716

Midwest Region: First Midwest Bank ranks highest in the region with a score of 818 and performs particularly well in the facility, account information and channel activities factors. Following First Midwest Bank in the rankings are PNC Bank (808) and Commerce Bank (806). TCF sits solidly at the bottom at 749.

First Midwest Bank818
PNC Bank808
Commerce Bank806
Chase803
Regions Bank802
Great Southern Bank800
First Bank (MO)798
AchorBank795
Associated Bank794
UMB Bank789
Bremmer Bank786
MB Financial Bank786
U.S. Bank785
Region Average785
Citibank782
Bank of the West780
BMO Harris Bank774
Fifth Third Bank772
Wells Fargo771
Bank of America764
TCF National Bank749

New England Region: Bangor Savings Bank and Rockland Trust sit atop the rankings with whopping scores of 844 and 840, respectively.  Eastern Bank (805), TD (800) and Webster (795) came in slightly above average.  At the bottom were First Niagara (763), Bank of America (753) and Santander (731).

Bangor Savings Bank844
Rockland Trust Co840
Eastern Bank805
TD Bank800
Webster Bank795
Wells Fargo785
People’s United Bank783
Citizens Bank779
Chase774
Region Average771
First Niagara Bank763
Bank of America753
Santander Bank731

North Central Region: Both having scores of 835, 1st Source Bank and Huntington National Bank rank highest in the region, performing particularly well in the product offerings, account information and fees factors. Following in the rankings are Flagstar and First Financial (tied at 816). Worst performers were Bank of America (775), Old National (771) and BMO Harris (750).

1st Source Bank835
Huntington National Bank835
Flagstar Bank816
First Financial Bank (OH)814
City National Bank (WV)812
Chase811
Regions Bank800
Wells Fargo800
WesBanco Bank799
Region Average798
Charter One797
PNC Bank797
Chemical Bank794
Fifth Third Bank787
TCF National Bank781
U.S. Bank780
FirstMerit Bank779
Bank of America775
Old National Bank771
BMO Harris Bank750

Northwest Region: Umpqua Bank ranks highest in the region with a score of 809 and performs particularly well in the product offerings, facility, account information, fees and channel activities factors. Wells Fargo (791), Columbia State Bank (787) and Chase (786) round out the top performers.  Once again, Bank of America ranks lowest at 754.

Umpqua Bank809
Wells Fargo791
Columbia State Bank787
Chase786
KeyBank780
U.S. Bank779
Region Average778
Bank of America754

South Central Region: Arvest Bank ranks highest in the region with an impressive score of 859, performing particularly well in the product offerings, facility, account information and channel activities factors. Following in the rankings are Trustmark National Bank (844) and PNC Bank (832). At the bottom are Bank of America, BB&T and Whitney–all three tied at 876 and worst performer BBVA Compass at 768.

Arvest Bank859
Trustmark National Bank844
PNC Bank832
First Tennessee Bank823
SunTrust Bank820
BancorpSouth Bank812
Chase812
Region Average806
Regions Bank805
Capital One804
U.S. Bank797
Wells Fargo792
Bank of America786
Branch Banking & Trsut (BB&T)786
Whitney Bank786
BBVA Compass (Compass Bank)768

Southeast Region: United Community Bank ranks highest in the region with a score of 842 and performs particularly well in the product offerings, facility, account information, fees and channel activities factors. Following United Community Bank in the rankings are First Citizens Bancorp (839) and First Citizens Bancshares (832).  Lowest scores go to TD Bank and Wells Fargo (tied at 797) and Bank of America at 788.

United Community Bank842
First Citizens Bancorp839
First Citizens Bancshares832
Branch Banking & Trsut (BB&T)819
South State Bank819
PNC Bank813
Synovus Bank813
Fifth Third Bank810
SunTrust Bank804
Regions Bank801
Region Average800
TD Bank797
Wells Fargo797
Bank of America788

Southwest Region: With a score of 840, Arvest Bank ranks highest in the region, performing particularly well in the product offerings, facility, account information, fees and channel activities factors. FirstBank (823) and Chase (813) follow in the rankings.  Worst performers are Bank of America (769) and Nevada State Bank (762).

Arvest Bank840
FirstBank (CO)823
Chase813
Bank of Oklahoma806
BancFirst804
Wells Fargo798
Zions First National Bank795
Region Average795
U.S. Bank785
Bank of the West777
BBVA Compass (Compass Bank)776
Bank of America769
Nevada State Bank762

 

Frost Bank862
Woodforest National Bank826
Regions Bank820
Amegy Bank812
First Financial Bank (TX)812
Chase811
Wells Fargo808
Region Average804
Prosperity Bank797
Capital One796
Comerica Bank796
BBVA Compass (Compass Bank)794
Bank of America784
Citibank782
International Bank of Commerce772

 

Detailed Retail Bank Ratings, by Region:

California Bank Ratings

Florida Bank Ratings

Mid Atlantic Bank Ratings

Midwest Bank Ratings

New England Bank Ratings

North Central Bank Ratings

Northwest Bank Ratings

South Central Bank Ratings

Southeast Bank Ratings

Southwest Bank Ratings

Texas Bank Ratings

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