U.S. Banking CX Report 2026
The customers who never
complain
We read 163,238 public reviews of U.S. banking apps.
The average rating looks healthy. The text underneath it does not.
5
fixes that move the score
What's inside · 12 pages
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The benchmark.
How the largest U.S. banking apps rank on customer sentiment — a 103-point spread between the top and the bottom.
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What separates them.
Every app fails sometimes. Login complaints appear eight times more often at the bottom of the table than at the top.
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Where complaints come from.
Usability, fees, onboarding, churn, updates, alerts and phone support — with the numbers behind each.
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Silent abandonment.
Only 0.5% of feedback mentions becoming a customer; the people who give up rarely write about it.
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Five fixes.
The root causes that move the score most, ranked by impact.
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The method.
Sources, period and scoring, written so your analysts can challenge it.
