73% of banks on Trustpilot have a TrustScore below 3 out of 5, and 69.9% of their recent reviews are 1-star. Credit unions average 3 stars against 2 for other banks, and a credit union tops the list at 4.9.
Analysis of 41 banks and 3,081 recent Trustpilot reviews · Trustpilot company pages, September 2026
Key Findings
- 1.73% of banks on Trustpilot have a TrustScore below 3 stars, and the average bank scores 2.27 out of 5.
- 2.69.9% of recent Trustpilot reviews of banks are 1-star, and banks reply to 13.2% of them.
- 3.Credit unions average a TrustScore of 3 stars on Trustpilot, against 2 for other banks.
- 4.Digital Federal Credit Union is the highest-rated bank on Trustpilot at 4.9 stars, followed by Neighbors Bank at 4.7 and Navy Federal Credit Union at 4.4 on 51,732 reviews.
- 5.Only 17% of banks reply to any of their recent Trustpilot reviews, while OneUnited Bank, Navy Federal Credit Union and Chime reply to 90% or more.
Summary
A customer's card is declined abroad, a transfer is held for review, a mortgage payment goes missing. After an hour on hold, they search the bank's name and "reviews" and find Trustpilot, where they add their story to hundreds like it.
For a bank, that page is part of the first impression for anyone comparing where to open an account. Trust is the product a bank sells, and a page full of 1-star stories with no replies undercuts it before a prospect ever visits a branch or app.
Most banks face that page. 73% of banks on Trustpilot score below 3 stars, the average is 2.27, and 69.9% of recent bank reviews are 1-star. Only 13.2% get a reply. Credit unions and digital banks are the clear exception: credit unions average 3 stars against 2 for other banks, and credit unions and digital banks lead the list.
What we measured
On September 23, 2026 we looked up, on Trustpilot, the websites that appear most often in US Google search results across 27,000 common searches, and grouped them by industry. 41 were banks or credit unions with a TrustScore. For each we recorded the TrustScore and the number of reviews, and looked at up to 100 of the most recent public reviews on its Trustpilot page, 3,081 reviews in all, to measure star ratings, review length and company replies.
A TrustScore is Trustpilot's overall rating for a company, from 1 to 5 stars. The 1-star share is the percentage of recent reviews that gave 1 star, and the reply rate is the percentage of recent reviews with a public reply from the bank. Credit unions are the 10 banks with "Credit Union" in their Trustpilot name.
Most banks score below 3 stars
30 of the 41 banks score below 3, and the average TrustScore is 2.27. The recent reviews are heavily negative: 69.9% are 1-star. Unhappy customers also write at length. The median 1-star bank review runs 88 words, against 25 words for a 5-star review, so the complaints take up far more of the page than the praise.
Banking is a service people notice only when it fails. A customer whose account works rarely thinks to leave a review, while one whose money is stuck often does. Without a steady flow of reviews from ordinary customers, a bank's page fills with its hardest cases.
Credit unions and digital banks score highest
Credit unions and digital banks lead the list. Digital Federal Credit Union scores 4.9, Neighbors Bank 4.7 and Navy Federal Credit Union 4.4 on 51,732 reviews, followed by OneUnited Bank and SoFi at 4.3. The 10 credit unions average 3 stars, against 2 for the other banks.
Source: Suff Digital analysis of 41 banks and 3,081 recent Trustpilot reviews · Trustpilot company pages, September 2026
| Bank | TrustScore | Trustpilot reviews |
|---|---|---|
| Digital Federal Credit Union | 4.9 | 3,988 |
| Neighbors Bank | 4.7 | 509 |
| Navy Federal Credit Union | 4.4 | 51,732 |
| OneUnited Bank | 4.3 | 715 |
| SoFi | 4.3 | 13,849 |
| Fifth Third Bank | 3.7 | 1,003 |
| Credit One Bank | 3.5 | 1,576 |
| Chime | 3.5 | 13,706 |
Credit unions are owned by their members and serve a defined community, which gives them a closer relationship with the people who review them. Several of the top scorers also hold large review counts, such as Navy Federal with 51,732 and SoFi with 13,849, so their scores rest on a broad base of ordinary customers rather than a handful of fans.
Few banks reply to reviews
Only 17% of banks reply to any of their recent Trustpilot reviews, and across all banks 13.2% of recent reviews get a reply. The banks that do reply often reply to nearly everything: OneUnited Bank answers 96% of recent reviews, Navy Federal Credit Union 91% and Chime 90%.
Source: Suff Digital analysis of 41 banks and 3,081 recent Trustpilot reviews · Trustpilot company pages, September 2026
Replying publicly shows every future reader that problems get attention. For a bank, where most complaints involve money and urgency, a short reply that points the customer to a named contact changes how the whole page reads.
What this means for banks and credit unions
Invite reviews from ordinary customers. A bank's Trustpilot page reflects whoever chooses to write, and without invitations that is mostly people with a problem. Asking after routine moments, such as opening an account, closing a loan or resolving a support call, balances the page with customers whose experience went well.
Reply to every review, starting with the 1-star ones. With only 17% of banks replying at all, a bank that answers publicly stands out immediately, as Navy Federal and Chime do. Keep replies short, avoid account details and give a direct route to someone who can fix the problem.
Track the score and the 1-star share monthly, and fix the complaints that repeat. Our reputation management services team runs review invitation and reply programs for banks and credit unions.
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<p style="font:14px/1.5 system-ui,sans-serif">Source: <a href="https://www.suffdigital.com/resources/data-studies/banks-trustpilot-scores">73% of Banks Rate Below 3 Stars on Trustpilot, but Credit Unions Score Highest - Suff Digital</a></p>
Cite this study
Suff Digital. (2026). 73% of Banks Rate Below 3 Stars on Trustpilot, but Credit Unions Score Highest. https://www.suffdigital.com/resources/data-studies/banks-trustpilot-scores
73% of Banks Rate Below 3 Stars on Trustpilot, but Credit Unions Score Highest - Suff Digital - https://www.suffdigital.com/resources/data-studies/banks-trustpilot-scores
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