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.
|Bank of the West||798|
|BBVA Compass (Compass Bank)||793|
|California Bank& Trust||778|
|Bank of America||767|
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
|Fifth Third Bank||810|
|Bank of America||783|
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.
|Northwest Savings Bank||821|
|Hudson City Savings Bank||807|
|Branch Banking & Trsut (BB&T)||805|
|Huntington National Bank||794|
|First National Bank of Pennsylvania||792|
|First Commonwealth Bank||791|
|National Penn Bank||790|
|First Niagara Bank||782|
|New York Community Bank||779|
|Apple Bank for Savings||776|
|Valley National Bank||776|
|Bank of America||758|
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 Bank||818|
|Great Southern Bank||800|
|First Bank (MO)||798|
|MB Financial Bank||786|
|Bank of the West||780|
|BMO Harris Bank||774|
|Fifth Third Bank||772|
|Bank of America||764|
|TCF National Bank||749|
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 Bank||844|
|Rockland Trust Co||840|
|People’s United Bank||783|
|First Niagara Bank||763|
|Bank of America||753|
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 Bank||835|
|Huntington National Bank||835|
|First Financial Bank (OH)||814|
|City National Bank (WV)||812|
|Fifth Third Bank||787|
|TCF National Bank||781|
|Bank of America||775|
|Old National Bank||771|
|BMO Harris Bank||750|
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.
|Columbia State Bank||787|
|Bank of America||754|
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.
|Trustmark National Bank||844|
|First Tennessee Bank||823|
|Bank of America||786|
|Branch Banking & Trsut (BB&T)||786|
|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 Bank||842|
|First Citizens Bancorp||839|
|First Citizens Bancshares||832|
|Branch Banking & Trsut (BB&T)||819|
|South State Bank||819|
|Fifth Third Bank||810|
|Bank of America||788|
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).
|Bank of Oklahoma||806|
|Zions First National Bank||795|
|Bank of the West||777|
|BBVA Compass (Compass Bank)||776|
|Bank of America||769|
|Nevada State Bank||762|
|Woodforest National Bank||826|
|First Financial Bank (TX)||812|
|BBVA Compass (Compass Bank)||794|
|Bank of America||784|
|International Bank of Commerce||772|
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