Merrillville-based Centier Bank landed the top spot on the J.D. Power 2025 U.S. Retail Banking Satisfaction Study in the country's North Central region.
More than 100,000 retail banking customers were surveyed in 15 geographic regions about the largest banks in the United States.
This is Centier's first J.D. Power ranking for retail banking in the North Central region, which includes Indiana, Michigan, Ohio, Kentucky and West Virginia.
“This recognition is an honor and privilege we owe to our outstanding associates, who intentionally and consistently enrich our customers’ financial journeys,” said Michael Schrage, Centier Bank’s chief executive officer and chairman of the board, in a press release. “The customer-focused nature of the study speaks directly to the heart of Centier’s mission over our 130-year history as a community bank.”
Centier earned 746 points of a possible 1,000 and ranked No. 1 in six of the seven survey categories:
- Level of trust
- Helping to save time or money
- Allowing customers to bank how and when they want
- Account offerings meeting needs
- Resolving problems of complaints
- People
“Our customers are guests, friends and valued members of the communities in which we operate, and we are proud to know they are receiving meaningful service, guidance and connection across the Centier footprint,” Schrage said.
This is the 20th year of the study, which found a spike in retail bank customer satisfaction, problem resolution and increased supportive services.
“Retail banks have really upped their games when it comes to giving customers the resources they need to navigate a challenging economic environment,” said Jennifer White, senior director of banking and payments intelligence at J.D. Power, in a press release. “Those efforts include not only delivering on the basics of transactional efficiency and customer engagement but also undertaking more meaningful efforts to empower customers to understand and avoid unnecessary fees, resolve problems quickly and utilize additional personal financial management tools and supportive services.”
Other banks with locations in Northwest and North Central Indiana on the list include:
- 1st Source Bank, 712
- PNC, 681
- Chase, 680
- Bank of America, 677
- First Merchants, 674
- Fifth Third Bank, 658
- Peoples Bank, 640
- Old National, 625
The study was conducted from January 2024 to January 2025.
Centier Bank employs more than 1,000 associates in 60 offices, serving 35 communities across Indiana.
