What was the 2026 banking ACSI score?

80 out of 100, per the 2026 ACSI Finance & Insurance Study. That is 3.3 points above the U.S. national average of 76.7.

Which banks scored highest?

Regional and community banks consistently lead the ACSI banking sub-index, scoring in the low-to-mid 80s. National megabanks typically score in the high 70s. Credit unions, measured separately, often score 82+.

Why does banking score so high?

Three drivers: (1) digital app convenience has dramatically improved post-2020, (2) most customer interactions are now self-service, removing friction, and (3) account opening / closing barriers create a self-selected loyal sample.

How does banking compare to other sectors?

Banking (80) sits with life insurance and online retail at the top of ACSI. ISPs (~68) and social media (~67) are at the bottom. Hotels are at 76, near the national average.

Where is banking CSAT trending?

Flat-to-up. The sector has risen from 76 in 2018 to 80 in 2026, driven by digital adoption. The plateau in 2026–2026 suggests further gains require step-change improvements rather than incremental UX wins.

Reports / State of CSAT 2026 / Stat

Banking CSAT scored 80 on the 2026 ACSI

U.S. banking sector, 2026 ACSI Finance & Insurance Study, 0–100 scale.

TL;DR

80 / 100

2026 U.S. banking sector ACSI score. 3.3 points above the 76.7 national average. Source: American Customer Satisfaction Index.

Why this matters

Banking sits at the top of the 2026 ACSI alongside life insurance and online retail. The headline 80 masks meaningful within-sector spread: regional and community banks score in the low-to-mid 80s, while the largest national megabanks score in the high 70s. Credit unions (measured separately by ACSI) often score 82+.

The implication for bank CX teams: comparing to the 80 sector average is more useful than comparing to the 76.7 national average. A bank scoring 78 looks average against the U.S. but bottom-quartile against peers — a meaningful distinction for board reporting and reimbursement-adjacent regulatory disclosures.

Methodology

Sample: ~10,000 banking customers (sub-set of ACSI 500k panel).
Date range: April 2025 – March 2026 (rolling).
Scope: Top ~40 U.S. national + regional banks measured individually.
Scale: ACSI 0–100 index from 1–10 driver scores.
Model: Cause-and-effect econometric (expectations, quality, value).
Publisher: American Customer Satisfaction Index, 2026 Finance & Insurance Study.

How this compares

2026 ACSI sector	Score	Notes
Credit unions	82	Highest in financial services
Banks	80	Cited stat
Online retail	80	Tied at top
National average	76.7	U.S. cross-industry
ISPs	68	Bottom of ACSI

Cite this stat

Copy citation

Banking sector CSAT (2026): 80 / 100 on the ACSI scale. Source: American Customer Satisfaction Index, 2026 Finance & Insurance Study. Reported in SpaceForms State of CSAT 2026 (spaceforms.io/reports/state-of-csat-2026).

Sources

American Customer Satisfaction Index, 2026 Finance & Insurance Study.
SpaceForms, State of CSAT 2026.

ACSI national avg (76.7)

U.S. cross-industry baseline.

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SaaS NPS median (+31)

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