Customer satisfaction with leading U.S. retail banks 2023

Capital One received the highest customer satisfaction score among the largest banks in the United States as of 2023, with a score reaching 706 points out of 1,000. JPMorgan Chase, TD Bank, and U.S. Bank followed, while Bank of America, Wells Fargo, and Truist received the lowest scores. In 2022, Capital One was the fifth most-used bank in the United States.

Most important factors for bank customers worldwide

According to a survey conducted by Statista among more than 75,000 bank customers across 32 nations worldwide, trust is the most important factor when customers think about their banks. More than half of all respondents highlighted trust as the most important factor. Banks seem to understand this and put focus on increasing their trustworthiness, which can be seen by the high level of customer satisfaction with the trustworthiness of their banks. More in-depth information can be found Statista's global bank customer satisfaction survey.

Largest banks in the U.S.

There are several aspects to look at when determining the largest banks in the United States, but it would be difficult to find one that is not led by JPMorgan Chase. Across the main profitability metrics, such assets, market capitalization, market share, deposits, revenue, and net income, JPMorgan Chase is on top of the list. Return on equity (ROE) and return on assets (ROA) seem to be two of the few key performance indicators where JPMorgan Chase does not rank first.