87% of Banking Customers Stay.
Less Than Half Trust You.
The 2026 Banking Panel Study from Market Force reveals the loyalty paradox reshaping financial services, where customer duration is high, but trust, advocacy, and personalization are dangerously thin. See how your brand ranks across leading banks and credit unions, and where the real competitive ground is being won.
Designed for leaders responsible for measuring, improving, or competing on customer experience in financial services.
The banking leaderboard isn't who you'd guess
Customers aren't leaving their banks. They're disengaging from them. The 2026 Banking Panel Study from Market Force surveyed 1,521 banking consumers across mobile, online, branch, call center, credit card, and loyalty experiences, and the data tells a story most national banks won't want to hear.
Regional and member-focused players are outperforming the largest financial institutions on nearly every customer experience metric that matters. This report shows where the gaps are widening, which channels are now table stakes, and where the next decade of competitive differentiation is actually being decided.
3 findings every banking leader needs to see
Screenshot-worthy stats from across the 2026 study.
The Loyalty Paradox
Long tenure isn't the same as deep loyalty.
Mobile Is Now Table Stakes
The competitive battle has moved inside the app.
Rewards Programs Are Failing
A massive opportunity hiding in plain sight.
A peek at what you'll get in the full study.
Benchmark data and ranked brand performance across every channel that matters.
Get the Full 2026 Banking Panel Study
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