Do digital-native banks always score higher on satisfaction than legacy banks?

No; J.D. Power's 2026 data shows online banks scoring higher (674) than legacy retail banks (657), but neobanks scoring lower (622) than the legacy average.

What is the biggest weakness for neobanks specifically?

J.D. Power identifies higher incidence of debit card and fraud problems and weaker telephone, chat, and email support as the main drivers of the neobank satisfaction gap.

How fast is Chime growing despite the CFPB enforcement history?

Chime reported 27% year-over-year revenue growth and 20% active member growth in Q2 2026, alongside its second consecutive quarter of positive GAAP net income.

Has mobile banking become the norm across all age groups?

Yes; American Bankers Association data shows 55% of consumers using mobile as their primary channel in October 2025, including over half of Generation X and nearly 40% of Baby Boomers.

What explains the wide performance range among digital-native brands?

J.D. Power found a 225-point satisfaction gap between the best and worst online-only banking providers, driven mainly by differences in service quality and problem resolution.

The Experience Gap Between Legacy Brands and Digital-Native Challengers

Name: Legacy vs. Digital-Native Banking Customer Experience Data, 2026
Creator: Epignosis Insights

Epignosis Insights Research Desk — Compiled and analyzed from government, industry association, corporate, consulting, and news sources