By measuring the experiences of customers from the largest financial institutions, we quantify the impact of advice and financial health support on customer loyalty. J.D. Power provides insights on how to target better education, support, and tools that move the needle.
- Fine-tune your communication relevance.
- Understand how technology can be used to help customers stay honest regarding their financial health and stick with their goals.
- Gain continuous access to customer feedback and competitive market benchmarks.
The J.D. Power Financial Health and Advice Satisfaction Study, Monthly Polaris Report, and Financial Health Support Certifications are available in the U.S. and Canada.
Benefits
Why subscribe?
A subscription to this study provides profiles of the financial literacy and wellness of retail customers and offers insights to help financial institutions better target education, support, and tools that improve customer financial health.
Understand the demand for advice and financial health services
Financial Health and Advice Satisfaction Study
- Annual assessment and benchmark that examines banking and credit card customers through the lens of financial health
- Customers rate the performance of their primary bank and their primary credit card provider at supporting their personal financial health and literacy.
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Customers surveyed in this analysis answer questions about:
- Products with Bank
- Financial Health Profiles
- Primary Retail Bank
- Primary Credit Card Provider
- Overall Support of Financial Health
- Channels of Communication and Interaction
- Satisfaction with Advice/ Guidance Received
- Deep Demographic Profiles
Complementary Polaris Report
Continuous research that provides monthly insights on the current state of customer behaviors regarding their financial health and literacy.
- Battery of ~30 questions with ~10 of which may change monthly to reflect market changes
- 4,000 consumers surveyed each month
- Reports are delivered throughout the subscription year—12 monthly Polaris surveys.
Financial Health Support Certification
In addition to providing an assessment of performance compared to recommended best practices and voice of the customer research, the program also enables recognition for outstanding customer satisfaction with financial health support for eligible banks and credit card issuers, achieving top quintile performance against industry benchmarks, as well as operational best practices.
Press Release & Award Information
J.D. Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.
Profiled Brands
Brands profiled in previous years will be added when available. View profiled brands in the past year from the list below.
2023 U.S. Banking Advice
- Ally Bank*
- Bank of America
- Bank of the West
- BMO Harris Bank
- Capital One
- Chase
- Citi
- Citizens Bank
- Comerica Bank
- Discover*
- Fifth Third Bank
- First Citizens Bank
- First Horizon Bank
- Huntington
- KeyBank
- M&T Bank
- Navy Federal Credit Union*
- PNC
- Regions Bank
- Santander
- TD Bank
- Truist
- U.S. Bank
- Union Bank
- USAA*
- Wells Fargo
* profiled but not ranked
2023 U.S. Banking Financial Support (no award for this segment)
- Ally Bank
- Bank of America
- Bank of the West
- BMO Harris Bank
- Capital One
- Chase
- Citi
- Citizens Bank
- Comerica Bank
- Discover
- Fifth Third Bank
- First Citizens Bank
- First Horizon Bank
- Huntington
- KeyBank
- M&T Bank
- Navy Federal Credit Union
- PNC
- Regions Bank
- Santander
- TD Bank
- Truist
- U.S. Bank
- Union Bank
- USAA
- Wells Fargo
* profiled but not ranked
2023 U.S. Credit Card Financial Support (no award for this segment)
- American Express
- Bank of America
- Bank of the West
- Barclays
- BMO Harris
- Capital One
- Chase
- Citibank
- Citizens Bank
- Comerica Bank
- Credit One
- Discover
- Fifth Third Bank
- Goldman Sachs
- HSBC
- Huntington
- KeyBank
- M&T Bank
- Navy Federal Credit Union*
- PNC
- Regions Bank
- Santander
- Synchrony
- TD Bank
- Truist
- U.S. Bank
- Union Bank
- USAA*
- Wells Fargo
* profiled but not ranked
2023 Canada Banking Advice
- BMO Bank of Montreal
- CIBC
- RBC Royal Bank
- Scotiabank
- TD Canada Trust
2023 Canada Banking Financial Support (no award for this segment)
- BMO Bank of Montreal
- CIBC
- TD Canada Trust
- RBC Royal Bank
- Scotiabank
2023 Canada Credit Card Financial Support (no award for this segment)
- BMO Bank of Montreal
- CIBC
- RBC Royal Bank
- Scotiabank
- TD Canada Trust
J.D. Power Solutions
Deep Dives
An enhancement to our syndicated studies that allows your company to field additional surveys using a sample that is provided by your company.
Action Planning Workshop
Translate data and insights from J.D. Power studies into meaningful performance improvement with workshop sessions focused on defined business lines or functional areas.
Certification Programs
Showcase your commitment to digital excellence with Mobile App and Website Certification.
