2025 Online Banking Scorecard

U.S. Bank won Best in Class in Javelin Strategy & Research’s 2025 Online Banking Scorecard for the second consecutive year—a feat it matched in the 2025 Mobile Banking Scorecard. Javelin ranks the 20 top U.S. financial institutions based on 235 criteria in six categories, which are weighted according to consumer satisfaction with digital banking: Ease of Use, Security Empowerment, Customer Service, Money Movement, Financial Fitness, and Relationship Deepening. 

U.S. Bank topped the charts in Money Movement and placed second in Ease of Use and Customer Satisfaction—three categories that cumulatively drive 57% of satisfaction with digital banking. The overall leaderboard was also notable for the appearance of two new FIs, with Navy Federal charging hard into second place and Truist a notch behind. 

The 2025 scorecard tells the story of: 

• The evolving role of chatbots across five categories—and their shortcomings.
• The push to develop easy-to-find security centers and effectively deputize customers in the war on fraud.
• The struggle to simplify money movement options and integrate Zelle and instant payments more effectively.
• Continuing uncertainty over how to successfully rethink financial fitness to create help-me-do-it, advice-driven experiences.
• Barely tapped opportunities to target nontraditional households, parents teaching kids about money, and older customers who can open the door to family relationships.

Key questions discussed in this report: 

• What strategic goals should digital banking leaders prioritize?
• Which online features will help an FI stand out from the pack?
• How are leading FIs pointing the way in online banking? 

Companies Mentioned: 

Ally Bank, Bank of America, BMO, Capital One, Carefull, Cash App, Chase, Chime, Citi, Citizens, Credit Karma, Credit Sesame, Facebook, Fifth Third, Fiserv, Greenlight, Huntington, Key, M&T, MX, Navy Federal, PayPal, PNC, Regions, Santander, SoFi, Synovus Bank, TD Bank, Truist, U.S. Bank, USAA, Venmo, Wells Fargo, X, Zelle