Fourth Quarter 2025 Results January 22, 2026 C O N F I D E N T IAL Forward-Looking Statements This presentation and related communications should be read in conjunction with the financial statements, notes, and other information contained in Capital One's Annual Reports on Form 10-K, Quarterly Reports on Form 10-Q, and Current Reports on Form 8-K. Please note that the following materials containing information regarding Capital One's financial performance is preliminary and based on Capital One's data avail ...

Core Insights - The J.D. Power 2025 U.S. National Bank Satisfaction Study surveyed 11,626 retail banking customers and ranked nine national banks on a 1,000-point scale, with an average score of 666 and the top bank scoring 702 [1][3]. Group 1: Bank Rankings - Capital One ranked highest with a score of 702, is the sixth-largest bank in the U.S. by total assets, and offers a variety of products including credit cards and high-yield savings accounts [5][6]. - U.S. Bank scored 679, making it the fifth-largest bank in the U.S., and provides a range of banking products and services for individuals and businesses, along with a robust online banking platform [7][8]. - Chase, the largest bank in the U.S., scored 677 and is known for its extensive branch network and consumer credit card offerings [10][11]. Group 2: Customer Satisfaction Factors - The J.D. Power study evaluated banks based on seven categories, which contribute to the overall satisfaction score [3]. - Key factors influencing customer satisfaction include trust, account offerings, digital channels, and the ability to resolve problems or complaints [9]. Group 3: Considerations for Switching Banks - Customers may consider switching banks if their current bank ranks low in satisfaction, as national banks typically offer a wide range of products and services [11]. - While national banks have advantages such as a large network of branches, online and community banks may offer better interest rates and lower fees [12]. - Important steps for customers considering a bank switch include evaluating personal banking needs, comparing rates and fees, assessing in-person services, and looking for additional features like budgeting tools [13].