United Community: The Blueprint for Banking Satisfaction in the Southeast

GREENVILLE, SC – March 26, 2026 – In an era where customer loyalty is increasingly fragile and trust in financial institutions is on the decline, United Community has once again defied industry trends. The bank has secured the top spot for Retail Banking Customer Satisfaction in the Southeast Region in the J.D. Power 2026 U.S. Retail Banking Satisfaction Study℠, a distinction it has now earned for the 12th time in 17 years.

This latest recognition marks the third consecutive year United Community has been ranked #1, solidifying its position as the most awarded bank for customer satisfaction in the region. The achievement is not merely a line on a trophy but a testament to a consistent, long-term strategy in a highly competitive market. The J.D. Power study, now in its 21st year, is the industry's longest-running benchmark, based on responses from over 107,000 retail banking customers across more than 150 of the largest U.S. banks.

United Community's dominance was comprehensive. Beyond achieving the highest overall score of 725 in the Southeast, the bank also ranked #1 in five of the seven critical dimensions measured by the study: Trust, Convenience, Value, Account Offerings, and Problem Resolution. This sweep across key categories highlights a customer experience that excels at multiple touchpoints.

"Earning this recognition is a tremendous honor," said Lynn Harton, Chairman and CEO of United Community, in a statement. "It is particularly meaningful due to the comprehensive nature of the study. Ranking #1 in five of the seven key dimensions means that our customers aren't just satisfied overall – they consistently see our teams delivering on the things that matter most in their day-to-day financial lives."

The Anatomy of an Award-Winning Bank

United Community's repeated success is not accidental; it is the result of a meticulously cultivated, dual-pronged strategy that marries traditional relationship banking with modern technological convenience. While many competitors focus heavily on digital-first initiatives that can sometimes feel impersonal, United has built its reputation on what it calls "personalized, local service."

Public customer feedback frequently echoes this sentiment, with reviews often praising the "hometown bank" feel, where staff are known to be friendly, courteous, and willing to go above and beyond. This focus on the human element is a core pillar of the bank's identity. This internal culture is further validated by external recognition; for nine consecutive years, American Banker has named United one of the "Best Banks to Work For." Experts suggest that high employee engagement is a direct leading indicator of superior customer service, creating a positive feedback loop where happy employees foster loyal customers.

However, this focus on personal touch is not at the expense of innovation. The bank has made significant investments in its digital platforms, offering a full suite of services through a mobile app that boasts high ratings on both Apple's App Store and Google Play. By forming strategic alliances with FinTech providers, United integrates modern solutions for payments, lending, and data analytics, ensuring its offerings remain competitive. This hybrid approach allows customers to "bank how and when they want," a key driver of satisfaction that the J.D. Power study measures.

Navigating a Turbulent Banking Landscape

United Community's achievement is even more remarkable when viewed against the backdrop of the current banking environment. The 2026 J.D. Power study reveals several concerning industry-wide trends. While overall customer satisfaction saw a marginal 2-point increase to 657, the study also found that trust in banks has declined for the second consecutive year. Factors like unexpected fees and negative news have eroded consumer confidence.

Furthermore, the study highlights a phenomenon of "soft switching," with 20% of customers reporting they have moved money away from their primary bank in the last three months. This indicates a growing transactional relationship with financial institutions, where loyalty is no longer a given. Customers, particularly those under 40 and in affluent segments, are increasingly spreading their assets across multiple institutions to find the best products and services.

In this landscape, United Community's performance stands in stark contrast. By securing the #1 ranking in Trust, the bank demonstrates it is successfully building and maintaining the very foundation that is eroding elsewhere. Its ability to consistently score high on satisfaction suggests it has developed a powerful defense against customer attrition, turning what could be transactional relationships into long-term partnerships. The bank’s high marks in Problem Resolution further underscore this, showing a commitment to retaining customers even when issues arise—a critical moment of truth in any service industry.

More Than a Trophy: The Real-World Impact

For consumers navigating a complex financial world, third-party endorsements like the J.D. Power award serve as a crucial, objective guide. In a market saturated with marketing messages, such accolades cut through the noise, offering a data-backed assessment of a bank's performance from the perspective of its own customers.

With $28 billion in assets and nearly 200 offices across six Southeastern states, United Community is a significant regional player. Its sustained success is not just a corporate win but a boon for the communities it serves. By providing reliable, trustworthy, and high-value banking services, the institution contributes to the financial health and stability of individuals and businesses across its footprint.

As the banking industry continues to evolve under the pressures of digital disruption, regulatory changes, and shifting consumer expectations, United Community's model provides a compelling case study. It proves that a deep-seated commitment to customer service, powered by engaged employees and supported by smart technology, is not an old-fashioned ideal but a potent and sustainable competitive advantage. The bank's 12th J.D. Power award is more than a recognition of past performance; it is a signal of the enduring power of putting the customer at the center of every decision.