{"id":66454,"date":"2026-03-31T08:28:01","date_gmt":"2026-03-31T12:28:01","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=66454"},"modified":"2026-04-01T11:36:02","modified_gmt":"2026-04-01T15:36:02","slug":"what-customers-want-from-banks-2026","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/","title":{"rendered":"Sogolytics CX Ranking for the Most Popular US Bank in 2026"},"content":{"rendered":"

Banking is no longer\u00a0just about holding\u00a0money. It is about delivering an experience that feels effortless, secure, and reliable across every interaction. As digital channels continue to dominate, expectations are rising just as quickly.<\/p>\n

<\/div>\n

The latest data from 1,018 U.S. consumers shows a clear shift. Customers are not just comparing banks anymore. They are comparing experiences.<\/p>\n

<\/div>\n

The New Baseline Is Digital First<\/h2>\n

Half of customers now primarily bank digitally, while only 15% rely mostly on branches. Even among older customers, digital adoption\u00a0remains\u00a0strong. This means the mobile app and website are no longer\u00a0support\u00a0channels. They are\u00a0the core\u00a0experiences.<\/p>\n

<\/div>\n

But digital alone is not enough.<\/p>\n

<\/div>\n

Customers expect speed, ease, and independence. When those expectations are not met, switching becomes a real possibility. About one-third of customers say they would consider switching banks if a better experience is offered elsewhere.<\/p>\n

<\/div>\n

What matters is whether customers can complete tasks without needing help. Some banks enable this better than others.<\/p>\n

<\/div>\n

Top U.S. Banks Ranked by Digital Self Service<\/p>\n

<\/div>\n

\"\"
\nSource:\u00a0Sogolytics, Top U.S. Banks 2026<\/i><\/p>\n

<\/div>\n

JPMorgan Chase ranks highest, with 59% of customers saying its digital tools help a great deal.<\/p>\n

<\/div>\n

What Actually Drives Choice<\/h2>\n

When customers choose a bank, their priorities are surprisingly consistent and highly practical.<\/p>\n

    \n
  1. 36% value strong customer service and support<\/li>\n
  2. 36% prioritize security of personal and financial data<\/li>\n
  3. 34% look for easy access to ATMs<\/li>\n
  4. 28% care about convenient branch locations<\/li>\n
  5. 27% say a\u00a0strong mobile app influences their decision<\/li>\n<\/ol>\n

    What Customers Value Most When Choosing a Bank<\/b><\/p>\n

    <\/div>\n

    \"\"
    \nSource:\u00a0Sogolytics, Top U.S. Banks 2026<\/i><\/p>\n

    <\/div>\n

    This is\u00a0a critical\u00a0insight. Traditional differentiators like rewards or interest rates are not\u00a0leading\u00a0the conversation. Instead, customers are focused on reliability, access, and trust.<\/p>\n

    <\/div>\n

    A Gap Between Digital and Physical<\/h2>\n

    One of the most interesting patterns is the difference between digital and branch experiences.<\/p>\n

    <\/div>\n

    For example, 82% of JPMorgan Chase customers say mobile banking feels fast. But even at the same bank, only 58% say branch interactions feel fast.<\/p>\n

    <\/div>\n

    This gap highlights a growing\u00a0expectation\u00a0mismatch. Customers are used to instant digital interactions. When they walk into a branch, that expectation does not disappear.<\/p>\n

    <\/div>\n

    Why This Matters Now<\/h2>\n

    Customer experience is now the baseline expectation. Banks that\u00a0fail to\u00a0deliver seamless, fast, and secure experiences risk losing customers who are increasingly open to switching. When products and services are\u00a0largely similar\u00a0across banks, customer experience becomes the true differentiator.<\/p>\n

    <\/div>\n

    The Takeaway<\/h2>\n

    The banks that win will not be the ones with the most features. They will be the ones that remove friction.<\/p>\n

    <\/div>\n

    Deliver fast digital tools. Maintain trust. Keep\u00a0the service\u00a0accessible. And ensure that every interaction, whether on a screen or in a branch, feels effortless.<\/p>\n

    <\/div>\n

    Because in today\u2019s market, experience is not part of the product. It is the product.<\/p>\n

    <\/div>\n
    \n
    \n
    \n
    \n
    \"icon\"<\/div>\n
    Ebook<\/div>\n<\/p><\/div>\n
    Get deeper insights from 1,000+ consumers on what drives banking decisions in 2026 and how your bank can stay ahead.<\/div>\n<\/p><\/div>\n
    Download the Full Banking Experience Report<\/div>\n
    Access the Data<\/i><\/a><\/div>\n<\/p><\/div>\n
    \"img\"<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    Banking is no longer\u00a0just about holding\u00a0money. It is about delivering an experience that feels effortless, secure, and reliable across every interaction. As digital channels continue to dominate, expectations are rising just as quickly. The latest data from 1,018 U.S. consumers shows a clear shift. Customers are not just comparing banks anymore. They are comparing experiences. The New Baseline Is Digital First Half of customers now primarily bank digitally, while only 15% rely mostly on branches. Even among older customers, digital adoption\u00a0remains\u00a0strong. This means the mobile app and website are no longer\u00a0support\u00a0channels. They are\u00a0the core\u00a0experiences. But digital alone is not enough. Customers expect speed, ease, and independence. When those expectations are not met, switching becomes a real possibility. About one-third of customers say they would consider switching banks if a better experience is offered elsewhere. What matters is whether customers can complete tasks without needing help. Some banks enable this better than others. Top U.S. Banks Ranked by Digital Self Service Source:\u00a0Sogolytics, Top U.S. Banks 2026 JPMorgan Chase ranks highest, with 59% of customers saying its digital tools help a great deal. What Actually Drives Choice When customers choose a bank, their priorities are surprisingly consistent and highly practical. 36% value strong customer service and support 36% prioritize security of personal and financial data 34% look for easy access to ATMs 28% care about convenient branch locations 27% say a\u00a0strong mobile app influences their decision What Customers Value Most When Choosing a Bank Source:\u00a0Sogolytics, Top U.S. Banks 2026 This is\u00a0a critical\u00a0insight. […]<\/p>\n","protected":false},"author":88,"featured_media":66457,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204,175],"tags":[722,176,1131],"yoast_head":"\nWhat Customers Want from Banks in 2026<\/title>\n<meta name=\"description\" content=\"Discover what customers expect from banks in 2026, from digital-first experiences to security, speed, and seamless service across every channel.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What Customers Want from Banks in 2026\" \/>\n<meta property=\"og:description\" content=\"Discover what customers expect from banks in 2026, from digital-first experiences to security, speed, and seamless service across every channel.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2026-03-31T12:28:01+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-01T15:36:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2026\/03\/close-up-money-put-aside-savings-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1707\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Sarah Faiz\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/\",\"name\":\"What Customers Want from Banks in 2026\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2026-03-31T12:28:01+00:00\",\"dateModified\":\"2026-04-01T15:36:02+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/6b0e5f11c8e66d4f395eac78428e863f\"},\"description\":\"Discover what customers expect from banks in 2026, from digital-first experiences to security, speed, and seamless service across every channel.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Sogolytics CX Ranking for the Most Popular US Bank in 2026\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/\",\"name\":\"Sogolytics Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/6b0e5f11c8e66d4f395eac78428e863f\",\"name\":\"Sarah Faiz\",\"description\":\"Sarah is all about pursuing both data and dreams. After moving from dentistry to analytics, she now spends her days immersed in data, uncovering insights to improve the healthcare system. When she's not crunching numbers, you can find her outdoors \u2013 hiking or posing for sunset photos on the beach. Meet Sarah.\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/author\/sfaiz\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"What Customers Want from Banks in 2026","description":"Discover what customers expect from banks in 2026, from digital-first experiences to security, speed, and seamless service across every channel.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/","og_locale":"en_US","og_type":"article","og_title":"What Customers Want from Banks in 2026","og_description":"Discover what customers expect from banks in 2026, from digital-first experiences to security, speed, and seamless service across every channel.","og_url":"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/","og_site_name":"Sogolytics Blog","article_published_time":"2026-03-31T12:28:01+00:00","article_modified_time":"2026-04-01T15:36:02+00:00","og_image":[{"width":2560,"height":1707,"url":"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2026\/03\/close-up-money-put-aside-savings-scaled.jpg","type":"image\/jpeg"}],"author":"Sarah Faiz","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/","url":"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/","name":"What Customers Want from Banks in 2026","isPartOf":{"@id":"https:\/\/www.sogolytics.com\/blog\/#website"},"datePublished":"2026-03-31T12:28:01+00:00","dateModified":"2026-04-01T15:36:02+00:00","author":{"@id":"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/6b0e5f11c8e66d4f395eac78428e863f"},"description":"Discover what customers expect from banks in 2026, from digital-first experiences to security, speed, and seamless service across every channel.","breadcrumb":{"@id":"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.sogolytics.com\/blog\/what-customers-want-from-banks-2026\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Sogolytics CX Ranking for the Most Popular US Bank in 2026"}]},{"@type":"WebSite","@id":"https:\/\/www.sogolytics.com\/blog\/#website","url":"https:\/\/www.sogolytics.com\/blog\/","name":"Sogolytics Blog","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/6b0e5f11c8e66d4f395eac78428e863f","name":"Sarah Faiz","description":"Sarah is all about pursuing both data and dreams. After moving from dentistry to analytics, she now spends her days immersed in data, uncovering insights to improve the healthcare system. When she's not crunching numbers, you can find her outdoors \u2013 hiking or posing for sunset photos on the beach. Meet Sarah.","url":"https:\/\/www.sogolytics.com\/blog\/author\/sfaiz\/"}]}},"_links":{"self":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/66454"}],"collection":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/users\/88"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/comments?post=66454"}],"version-history":[{"count":5,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/66454\/revisions"}],"predecessor-version":[{"id":66496,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/66454\/revisions\/66496"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/media\/66457"}],"wp:attachment":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/media?parent=66454"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/categories?post=66454"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/tags?post=66454"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}