At Mower, we’re always watching for insights that help financial institutions build deeper, more effective customer relationships. That’s why the 2025 U.S. Retail Banking Advice Satisfaction Study from J.D. Power caught our attention.
This year’s report makes one thing clear: banks and credit unions that deliver personalized, actionable financial advice—especially through trusted human channels—stand out in a competitive landscape. The data offers timely guidance for marketers looking to enhance loyalty and engagement without necessarily increasing spend.
Smart Engagement Moves for Banking Marketers
Elevate personalized financial guidance: Banks that deliver advice tailored to individual financial needs—not just general information—earn significantly higher satisfaction scores.
Focus on trust-building touchpoints: Human-delivered advice, particularly from branch staff, leads the pack in trust and actionability compared to digital-only channels.
Boost financial literacy initiatives: Customers who receive clear explanations and educational support from their banks are far more likely to act on advice and deepen their relationships.
Strengthen cross-channel consistency: While digital channels are growing, the most effective advice strategies blend human interaction with digital convenience—creating a seamless experience.
Know your customer segments: Advice delivery isn’t one-size-fits-all. The study found variations across generational preferences and account holder types—insights that can drive smarter targeting.
In a climate where every marketing move counts, these insights offer a blueprint for meaningful connection.
Read the full study from J.D. Power:2025 U.S. Retail Banking Advice Satisfaction Study