In a nutshell 🥥 The 2025 J.D. Power U.S. Retail Banking and Credit Union Satisfaction Studies highlight a big shift in the business: Customer satisfaction is rising again. But what do many of the top-ranked institutions reflected in these studies have in common? Among other crucial CX initiatives, they rely on Coconut Software to deliver more personalized, convenient, and efficient customer experiences. From regional leader Centier Bank, to four of the top five credit unions—SchoolsFirst, Navy Federal, BECU, and Mountain America—this year’s ranking leaders are proving that smarter engagement tools drive higher satisfaction, stronger loyalty, and better business outcomes.
Setting the Stage: What J.D. Power’s 2025 Studies Reveal About CSAT right now
Annually, J.D. Power takes the pulse of the financial services industry with its widely followed Retail Banking Satisfaction Study and Credit Union Satisfaction Study, which look at the factors that shape how customers feel about their banks.
Whether it’s trust, people, digital experiences, convenience, or how well issues get resolved, the studies poll thousands of customers and members on how smooth or rocky their service experiences have been with their core financial institutions—and give us a sense of where they’re at with loyalty.
This year, the results show a clear upward trend:
- Banks are regaining customer trust by making fees easier to understand, rolling out better financial tools, and resolving problems faster, and
- Credit unions continue to lead the way overall, especially when it comes to trust and people-first service.
Across both studies, many of the top performers share a common ingredient: They leverage Coconut Software to better serve customers, and boost CSAT and NPS scores.
By streamlining appointment scheduling, connecting customers with the right advisors, and enabling seamless service across channels, Coconut helps financial institutions deliver the convenience and personalization that drive satisfaction and loyalty.
Let’s look at the surveys’ results, and celebrate the Coconut Software customers who rank high on each list for customer satisfaction, and innovating the way they do business.
CSAT in Banking is Rising (And Technology Plays a Big Role)
The 2025 J.D. Power U.S. Retail Banking Satisfaction Study* revealed an encouraging trend: Customer satisfaction is finally climbing again. After years of economic uncertainty and fragmented and dissatisfying customer experience, this year’s study found that overall satisfaction increased by 11 points (compared to 2024).
A highlight: Customers reported clearer understanding of fees, greater use of digital financial health tools, and faster resolution of issues, all of which contributed to stronger loyalty scores.
But there’s more to the story than improved metrics.
The J.D. Power study highlights that satisfaction in retail banking is being driven not just by products or rates, but by the quality of the customer journey:
- Fee clarity is improving, with more customers reporting they understand both what they are being charged and how to avoid unnecessary costs.
- Awareness and adoption of tools like budgeting features and credit score monitoring is also increasing, and customers who use these services score nearly 100 points higher on satisfaction than those who don’t.
- And, more than two-thirds of customer-reported issues are now resolved in a single day, a notable improvement over last year.
J.D. Power Overall CSAT Index Ranking, North Central Winner: Centier Bank
Among regional leaders, Centier Bank stood out by topping the North Central region with a satisfaction score of 746, far above the regional average.
Centier’s success is no accident. With digital innovation being a key priority for years, the popular Indiana bank has made significant strides in adding technological integrations that better serve customers, and ease the burden on staff.
By leveraging Coconut Software to streamline bank appointment scheduling and advisor matching, Centier ensures that customers are connected quickly and effectively with the expert they need, when they need it most.
This combination of convenience and personalization helps transform what could be a routine interaction into a trust-building experience.
![[Image Source: J.D. Power U.S. Retail Banking Satisfaction Study, 2025]](https://www.coconutsoftware.com/wp-content/uploads/2025/08/Centier-Bank.webp)
[Image Source: North Central Rankings, J.D. Power U.S. Retail Banking Satisfaction Study Press Release, 2025]
Credit Unions Dominate in Satisfaction (And Share a Common Strategy)
The 2025 J.D. Power U.S. Credit Union Satisfaction Study** confirmed what many in the industry already know: Credit unions consistently outperform banks in member satisfaction.
This year, their average score of 729 was 74 points higher than that of retail banks, with especially strong performance in areas like trust, people, and problem resolution.
J.D. Power Overall Member Satisfaction Index Ranking Winners: 4 Important Coconut Customers
At the very top of the rankings were SchoolsFirst Federal Credit Union, Navy Federal Credit Union, BECU, and Mountain America Credit Union—four out of the five highest-rated credit unions in the country.
It’s no surprise: These innovation-first institutions have partnered with Coconut Software to support in increasing member satisfaction.
By offering seamless digital scheduling, reducing wait times in branches, and enabling members to connect with the right advisors without friction, they are proving that technology can elevate the personal touch that credit unions are known for.
Why Leading Financial Institutions Are Choosing Coconut Software
What emerges from both studies is a clear pattern: Financial institutions that prioritize convenience, personalization, and proactive service consistently earn higher levels of satisfaction and loyalty.
Coconut Software enables this by giving customers and members easy ways to engage on their own terms, whether that’s booking a meeting online, speaking to the right advisor without waiting, or moving seamlessly between digital and in-person interactions.
For institutions, the benefits are just as significant. Advisors spend less time on administrative tasks and more time deepening relationships. Branch operations become more efficient, with shorter average handle times and fewer bottlenecks. And the end result is not only higher satisfaction scores, but stronger loyalty, better retention, and opportunities for revenue growth.
“The J.D. Power 2025 results underscore what we’ve known all along: Financial institutions that put member and customer experiences at the center win in loyalty, trust, and growth,” says Isabelle Rochon, SVP, Customer Experience at Coconut Software. “We’re proud to see our customers recognized among the best in the U.S. Their success reflects that financial institutions don’t have to choose between technological transformation and customer satisfaction. They can win with both at the same time” |
See How Coconut Can Transform Customer Experience at Your Financial Institution
The 2025 J.D. Power studies make it clear: the financial institutions that excel are the ones delivering personalized, convenient, and proactive service. Coconut Software gives your bank or credit union the tools to do exactly that—streamlining appointment scheduling, connecting customers with the right advisors, and enabling seamless service across digital and in-branch channels.
If you’re ready to turn every interaction into a satisfaction win and strengthen loyalty across your customer base, it’s time to see Coconut in action. Book a demo today and discover how your institution can deliver the kind of experiences that drive results, just like the top-ranked banks and credit unions in J.D. Power’s 2025 studies.