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The 2026 global bank customer satisfaction survey

ÌÇÐÄÆƽâ°æ report on consumer approval ratings of banking services in selected countries worldwide

Consumer loyalty is hard-earned in the world of banking. The ability for a bank to meet the individuals’ requirements is far more important than brand association. When needs are not met fully, people move on, often having multiple bank accounts for differing requirements. ÌÇÐÄÆƽâ°æ surveyed more than 54,000 bank customers across 34 markets worldwide to gain insight into the most important factors when choosing a bank. The report also includes country profiles giving an in-depth insight into satisfaction levels for banking services.​

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It could be argued that when it comes to banking, consumers are at their ficklest. The most important aspect for choosing a bank for every individual is the ability of the bank to meet the customer's personal needs. This in-depth report measures customer satisfaction of country-level banking sectors on a number of key metrics including trust, satisfaction, terms and conditions, digital services, customer service, and financial advice. The report also gives an insight into six key global banking markets, namely China, France, Germany, Japan, the United Kingdom, and the United States. For these countries, among others, a comparison between 2025 and 2026 values, furthermore, a comparison between the customer satisfaction of the biggest and best-rated banks operating in the markets can be found in the study.

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