Bank of Israel publishes 2025 household satisfaction survey showing stable recommendation rates and a drop in perceived fairness

The Supervisor of Banks at the Bank of Israel published the findings of its 2025 Household Satisfaction Survey covering banks and credit card companies. The survey shows that households’ willingness to recommend their bank was broadly unchanged at 56%, while perceived fairness in the banking system declined to 58% from 61% in the previous survey. Most respondents (91% of 4,000) reported primarily using direct channels such as digital and telephone services, while only 4% said their main interface with the bank is via a branch. Satisfaction with bank apps and websites remained high at 89%, branch service increased to 82% (from 78%), and satisfaction with telephone call centers was stable at 75%, alongside new indicators showing 50% satisfaction with problem resolution by bank employees, 46% satisfaction with telephone waiting times for a human response, and 29% satisfaction with cost-reduction tips and services. Among customers who viewed banks as unfair, high fees and interest rates were cited as the main drivers. For credit card companies, willingness to recommend was stable at 58%, perceived fairness declined to 59% (from 61%), digital satisfaction was broadly steady (apps 86%, websites 82%), and call center satisfaction fell to 70% (from 73%); smaller banks led on overall satisfaction and perceived fairness across the main indicators. The Bank of Israel highlighted that the sample size has been doubled over the past two years and that survey results are available via the Bank of Israel Equalizer with an expanded comparative “dashboard” (currently in Hebrew). An annual survey of small business customers is planned for publication in the near future.