The news: Card-linked installments maintained their lead in customer satisfaction over fintech buy now, pay later (BNPL) plans, per JD Power’s 2026 US Buy Now, Pay Later Customer Satisfaction Study.

• Chase led the pack with a score of 706 out of 1,000.
• American Express’s Plan It and Citi’s Flex Pay claimed second place and third place, respectively.
• Sezzle earned the highest score for a fintech, at 624.
• And Klarna ranked last at 596—a 42 point drop for the BNPL provider that once claimed the highest fintech score.

Why this matters: Compared with JD Power’s 2025 study, the gap between bank- and fintech-based BNPL satisfaction is growing. Banks’ average consumer satisfaction score rose to 704, up 59 points, while fintechs’ score slumped to 603, down 17 points. 

This suggests card-linked installments hold some key advantages to delivering positive experiences for customers:

• More than one-third (34.2%) of shoppers who chose card-linked installments through general purpose cards saw debt management as a key decision maker, per a PYMNTS Intelligence report. Consolidating major money purchases through one product and credit line helps consumers manage their finances.
• Banks and issuers like Chase, Amex, and Citi feel more trustworthy to shoppers as legacy institutions.  
• And more than half of consumers (52%) chose to use card-linked installments after their purchase when reviewing or paying their monthly statement, per JD Power. This flexibility gives consumers even more opportunity to select installment plans instead of relying on BNPL integrations at the POS.

What’s next for fintechs? While customer satisfaction has plummeted for many providers, perhaps brought on by AI-powered customer service snafus, fintechs still appeal to one key demographic: consumers without a credit card. 

43.4% of fintech users cited approval speed and ease as a strong factor in their payment selection. For consumers who need access to credit but don’t already have a credit card, BNPL buy buttons at the POS streamline their ability to check out without hiccups. 

Implications for issuers: While the majority of consumers are selecting installment payments after their transactions, a solid 48% of shoppers would choose card-linked installment payment at the POS. 

To deepen their capture, issuers should consider building a bank-branded BNPL buy button at the point of sale for ecommerce—perhaps through their Paze wallet, which has yet to gain meaningful traction.

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