The Bank of Israel’s Banking Supervision Department published the findings of its 2024 Household Satisfaction Survey covering services provided by banks and credit card companies, reporting an average improvement in customer satisfaction while noting variation across entities and service channels. It also made the survey results available through a dedicated comparative “dashboard” and pointed to the “Equalizer” tool that lets the public compare banks across parameters including satisfaction, branch and ATM distribution, fees, and interest rates. For banks, perceived fairness rose to 61% from 54% in 2023, while willingness to recommend a customer’s bank was broadly unchanged at 57%. Satisfaction remained high for digital channels at 90% for apps and 91% for websites, with improvements in telephone service centres to 75% from 72% and branch service to 78% from 75%, although satisfaction with branch waiting times, while up to 52% from 46%, remained low. Satisfaction with ATMs edged down to 83% from 84%. For credit card companies, perceived fairness was measured for the first time at 61%, willingness to recommend was broadly stable at 59% versus 60%, and satisfaction with telephone service centres fell to 73% from 76%. The 2024 survey expanded the sample to 4,000 respondents across two waves during the year, which the Bank of Israel said allows statistically significant results for more entities, including smaller banks, and requires caution when comparing 2024 results with earlier years. A separate satisfaction survey covering small businesses, self-employed and micro-businesses is expected to be published soon, and the first comparison based on the expanded twice-yearly samples is scheduled for end-2025.

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