If you’re looking to switch banks, you have a seemingly endless list of choices. There are more than 4,600 FDIC-insured banks around the country, ranging from local institutions with one branch and a teller who knows everyone’s name to financial giants with trillions of dollars in assets worldwide.
As you compare options for managing your money, it’s easy to focus on features like monthly fees, minimum balance requirements and interest rates. And those are all critical considerations. But customer experience -- whether you’re banking online or in person -- is another key component to weigh. Whether you’re looking for round-the-clock customer support or help with a banking issue, finding a bank that rates highly for customer service can save you time and frustration if you encounter a problem.
When it comes to top-notch customer service, we recommend checking out your local credit union or neighborhood brick-and-mortar bank. But if you want national convenience and a highly rated customer experience, consider one of these banks.
Best banks for customer experience
| Bank | J.D. Power Satisfaction Rating | What you’ll love | What might frustrate you |
| Ally | 729 (14 points above the industry average) |
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| American Express | 719 (4 points above the industry average) |
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| Bank of America | 689 (tied for first in South Central Region) |
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| Capital One | 716 (1 point above the industry average) |
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| Charles Schwab | 732 (17 points above the industry average) |
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| Chase | First in 3 of 15 geographic regions |
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| Discover | 730 (15 points above the industry average) |
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Ally Bank
Read Ally Bank Review- J.D. Power Direct Banking Satisfaction: 729 (14 points above the industry average)
- What you’ll love: Some of the best savings rates available; no fees
- What might frustrate you: No branch locations
Ally may not have any branch locations, but it has the next best thing: 24/7 customer service for banking customers. It’s the third-best online-only bank, according to J.D. Power’s Direct Banking Satisfaction Study, and it’s easy to see why customers love it.
Its checking account offers access to early direct deposits, and it has no overdraft fees. And its savings account includes helpful features like automatic round-ups that link spending to savings and a bucketing feature to help you track multiple financial goals.
American Express
Read American Express Review- J.D. Power Direct Banking Satisfaction: 719 (4 points above the industry average)
- What you’ll love: Competitive rates; 24/7 customer service
- What might frustrate you: No branch locations
American Express isn’t just one of the most recognizable credit card issuers in the country. It also offers savings, CD and checking accounts that have helped it become one of the best online banks in the country. With 24/7 customer service and a checking account that pays 1.00% APY, it’s a great candidate for storing your money.
However, it’s important to note that to apply for a new checking account, you must have had an Amex card for the past three months.
Bank of America
Read Bank of America Review- J.D. Power Retail Banking Satisfaction: 689 (tied for first in South Central Region)
- What you’ll love: Loads of convenient physical locations; highly rated app
- What might frustrate you: Low savings rates; fees
With more than 3,900 branches and over 15,000 ATMs, Bank of America offers plenty of physical locations. However, the bank’s digital experience is equally impressive if you like to manage your finances digitally. Bank of America’s mobile app ranked first in J.D. Power’s Mobile Banking App Satisfaction Study with 710 (39 points above the industry average).
The bank is also the go-to choice for personalized advice on growing your money. It took the top spot in J.D. Power’s study on banking advice. One downside: it charges monthly maintenance and other fees typical of big banks.
Capital One Bank
Read Capital One Bank Review- J.D. Power Direct Banking Satisfaction: 716 (1 point above the industry average)
- What you’ll love: Competitive savings rates; no fees; top-of-class digital experience
- What might frustrate you: Few in-person branch locations; phone support isn’t 24/7
Capital One may be best known for credit cards, but the bank is an equally good choice for anyone looking for a checking or savings account.
Capital One straddles the line between online banks that can offer competitive rates -- its 360 Performance Savings account currently has a 4.30% APY -- and traditional brick-and-mortar banks. Customers have access to more than 70,000 fee-free ATMs, including machines in the Money Pass and Allpoint networks. Its phone support isn’t 24/7, but its hours are still impressive: 8 a.m. to 11 p.m. EST every day. And its app got 691 in J.D. Power’s mobile app study (20 points above the industry average).
Charles Schwab Bank
- J.D. Power Direct Banking Satisfaction: 732 (17 points above the industry average)
- What you’ll love: 0.45% checking account APY; unlimited ATM fee reimbursements
- What might frustrate you: No branch locations; no money market account
Charles Schwab is more than a popular investing option. It tops J.D. Power’s Direct Banking Satisfaction Study, beating out other popular online-only banks like Ally and Discover.
Charles Schwab’s customer service hours aren’t 24/7, but the bank’s phone service hours start as early as 4 a.m. P.T. during the week. Plus, there are convenient online chat features to sort out questions about your account.
Chase
Read Chase Review- J.D. Power Retail Banking Satisfaction: First in three of 15 geographic regions
- What you’ll love: Massive network of branches and ATMs; 24/7 customer service; robust mobile app
- What might frustrate you: Low savings rates; high account fees; lack of banking advice
With more than 4,700 branches and 16,000 ATMs, Chase’s huge retail footprint earned it the top spot in customer satisfaction in three geographic regions in J.D. Power’s Retail Banking Satisfaction Study. Plus, the bank’s mobile app is one of the most sophisticated digital companions in the banking industry, scoring 690 (19 points above the industry average) in J.D. Power’s mobile app study.
However, Chase finished 8 points below the industry average for J.D. Power’s Retail Banking Advice Satisfaction Study, which analyzes how happy customers are with their bank’s financial recommendations or guidance.
Discover
- J.D. Power Direct Banking Satisfaction: 730 (15 points above the industry average)
- What you’ll love: 24/7 customer service; debit card rewards program; 60,000+ fee-free ATMs
- What might frustrate you: No branch locations
Discover also earned high marks in J.D. Power’s Direct Banking Satisfaction Study, but what really sets this bank apart is its debit card rewards program. You can earn 1% cash back on up to $3,000 of debit card purchases each month. Debit card rewards programs have largely disappeared from the banking industry, so it’s a real plus if you’re trying to steer clear of using credit cards.
And while there aren’t any branch locations you can visit, the bank does offer more than 60,000 fee-free ATMs for cash withdrawals.
How to choose a bank focused on customer service
Every customer’s needs are different, so it’s important to think about what defines an exceptional customer experience for you.
For example, if you’re comfortable doing all your business from a phone, tablet or computer, the number of branches may not be a big concern. However, if you work in a business that deals in lots of cash -- tips from a service job, for instance -- you may need to focus your search on banks with branches and ATMs that accept cash deposits.
Additionally, banks aren’t your only option. Make sure you consider the best credit unions too, as being a member can offer advantages, such as higher returns and lower fees.
FAQs
Different banks offer different types of customer support. Most big brick-and-mortar banks with branches offer just about every type available: in-person appointments, phone and online chat support and in-app messaging.
Online-only banks, also commonly known as direct banks, offer a mix of phone and online support. Some banks -- both traditional and online-only -- offer 24/7 customer service.
Online-only banks offer customer support via a range of channels, including phone, online chat and secure messaging. The biggest online banks offer 24/7 customer service. Even without access to face-to-face branch conversations, online banks can meet the needs of customers who are comfortable with digital tools.
Historically, banks relied on large branch networks to deliver in-person customer service. And if you aren’t comfortable with a digital banking experience, those branches could be the deciding factor in where you do your banking. However, many brick-and-mortar banks are reducing the large overhead costs that come with all those branches. In 2022, banks opened just over 1,000 new branch locations, but they closed more than 3,000.
Methodology
To narrow down the list of the best customer experiences, we relied on a mix of data from J.D. Power about overall banking experience, satisfaction with banking mobile apps and satisfaction with the level of advice offered at banks. We also reviewed J.D. Power’s study of direct banks -- also known as online banks -- as the digital landscape now means branches and branded ATMs may be less important features for some consumers.