Key takeaways:
- JPMorgan Chase ranks highest across multiple experience metrics, including mobile app ease, speed, and branch experience.
- Citibank leads in website experience and ATM speed, highlighting strengths in specific channels.
- 50% of customers now primarily bank through digital channels, reinforcing the importance of digital performance, even among customers 65+.
- Customer priorities remain consistent, with 36% valuing customer service and 36% prioritizing security of personal and financial data.
- Customers report high trust in their banks, yet one third remain open to switching.
