Established Direct Banking Brands Flex Their Digital Banking Muscle

Direct banks—those branchless, digital alternatives to traditional retail banks—continue to grow in popularity. But instead of replacing incumbents, the new model has given many established financial brands an opportunity to shine with new customers. According to the J.D. Power 2022 U.S. Direct Banking Satisfaction Study,^SM released today, forging personal relationships through digital channels and delivering superior customer service have helped brands such as Charles Schwab, Discover and American Express become direct banking powerhouses.

“Today, 27% of banking customers in America use an online-only bank,” said Paul McAdam, senior director of banking and payments intelligence at J.D. Power. “As so much of our lives continue to shift to digitally based providers, direct banks have been in prime position to gain market share and mindshare by delivering around-the-clock access, along with products that have attractive fee structures and interest rates. Increasingly, we’re seeing the top-performing brands get the personalization formula right by helping customers reduce banking fees and grow their money, and by showing that they’re available to help customers in challenging financial times.”

Read the full press release for additional key findings and brand rankings >