Banking customers are overwhelmingly pleased with their banks according to a new survey conducted by Morning Consult for the American Bankers Association (ABA).
The survey found that 89 percent of customers with a bank account say they are “very satisfied” or “satisfied” with their primary bank. Further, 93 percent rated their bank’s customer service as “excellent,” “very good” or “good.”
The research was released this week at ABA’s 2025 Washington Summit.
“This national survey shows that American consumers are pleased with their bank and appreciate the foundational role banks play in the financial security of American households and businesses,” Rob Nichols, ABA president and CEO, said. “Consumers also appreciate the many convenient banking options available to them and the outstanding service they receive in today’s highly competitive environment.”
Among other findings, 83 percent agree that they have multiple options when selecting products and services such as bank accounts, loans and credit cards. The same percentage said they have a wide array of choices when deciding where to bank. Also, 80 percent agree they have easy access to a bank branch when they need it. Also, 80 percent believe their bank is transparent about disclosing fees.
Additionally, 76 percent appreciate the role banks play in supporting the financial needs of individuals, businesses and local communities. Further, 69 percent said they are confident in banks.
In addition, 86 percent said their bank takes proactive steps to protect them from fraud and scams, while 74 percent believe their bank does more than businesses in other industries.
“No industry is doing more to fight fraud and protect their customers than ours, and consumers clearly recognize and appreciate banks’ efforts,” Nichols said. “America’s banks continue to make major investments to detect and combat fraud, and we’re especially pleased to see so many banks participating in ABA’s award-winning consumer education campaigns that empower consumers to spot scams before they can do harm.”
Also, 75 percent of consumers said they support legislation, the Access to Credit for our Rural Economy (ACRE) Act, to expand access to affordable credit for farmers, ranchers and rural communities.
“We are heartened that consumers clearly share our interest in supporting rural communities right now,” Nichols said. “The ACRE Act would achieve that important goal by lowering the cost of credit for farmers, ranchers and homebuyers in rural communities without creating new government payments or programs. We hope these poll numbers will boost support for this critically important legislation in the House and the Senate.”
Finally, about 62 percent support Congress passing legislation that allows cannabis businesses to access banking services and financial products like checking accounts and business loans in states where cannabis is legal.
“For several years, Americans have been consistent in their view that Congress should resolve the ongoing conflict between state and federal law over cannabis banking by passing commonsense, bipartisan legislation that will enhance public safety, tax collection and transparency,” Nichols said. “Congress should finally pass the SAFER Act.”