How Charlotte’s top banks fared in customer satisfaction. There’s a clear winner

Bank of America ranks highest in customer satisfaction among national banks, including Charlotte’s other two big banks Wells Fargo and Truist, according to studies recently released by J.D. Powers.

The Charlotte-based Bank of America is No. 1 in retail banking advice, J.D. Power 2025 U.S. Retail Banking Advice Satisfaction Study found. Charlotte’s two other largest banks Wells Fargo and Truist ranked 12th and 14th, respectively.

Truist is also based in Charlotte, while Wells Fargo is based in San Francisco, but has its largest employment base in Charlotte.

“Between growing uncertainty around the current economy and fears about account security and fraud, customers cannot afford to wait for their bank to figure out an advice strategy,” said Jennifer White, senior director for banking and payments intelligence at J.D. Power.

Bank of America scored 621 on a 1,000-point scale. The study included 8,903 retail bank customer responses who received advice or guidance from their primary bank from March 2024 to March 2025.

Bank of America also made the top 10 in customer satisfaction for:

▪ Financial health support, including helping customers meet savings, credit or budgeting goals.

▪ Credit card financial support, which Wells Fargo also ranked in the top 10.

More customer satisfaction studies

Four other studies by J.D. Power marketing research firm also tracked overall customer satisfaction for banking and credit card digital offerings based on four factors: navigation; speed; visual appeal; and information/content.

Most bank digital platforms have improved overall since last year and provide similar customer experience, such as seamless and speedy log-in, and easy navigation, a J.D. Power survey found.

“We’re seeing customer satisfaction improving with banking and credit card apps and websites this year because of technical enhancements and speed,” Jon Sundberg, director of digital solutions at J.D. Power, said in a statement. “To differentiate and keep pace with ever-growing consumer expectations, banks and credit card companies are going to need to innovate further and break new ground on the complete digital experience.”

The multifactor authentication log-in process also has become a key driver of customer satisfaction, while artificial intelligence virtual assistants have fallen short of customer expectations due to limited conversational capabilities and narrow functionality.

Other highlights of bank satisfaction report

According to the studies:

▪ Bank of America ranks highest in banking mobile app satisfaction among national banks, followed by PNC and Chase. Wells Fargo and Truist both ranked below the study average.

▪ Bank of America ranks third in online banking satisfaction among national banks, behind Capital One, which ranked first and Chase, second. Wells Fargo and Truist both ranked below the average.

▪ Wells Fargo ranks second in credit card mobile app satisfaction, behind American Express, which is first for the second year in a row. Discover ranks third. Bank of America ranked below the study average, and Truist did not make the list.

▪ Wells Fargo ranks second in online credit card satisfaction, behind American Express, which had the highest customer satisfaction for the second year. U.S. Bank ranks third. Bank of America ranked seventh, above the study average. Truist did not make the list.

The 2025 studies are based on responses from 16,781 retail bank and credit card customers nationwide from January to March.

This story was originally published June 3, 2025 at 10:51 AM with the headline "How Charlotte’s top banks fared in customer satisfaction. There’s a clear winner."