Disclaimer: Clearly, you cannot directly compare the different crypto exchanges in terms of their scope of services. For example, Oobit mainly offers crypto payment services, while large exchanges like Binance, Coinbase, or Kraken also offer complex crypto financial products. However, we think that all of them can be compared regarding customer satisfaction.
The well-known crypto exchanges like Coinbase, Binance, Crypto.com, or FTX seem to have a problem with their customers. On Trustpilot, most of the top crypto exchanges have scam ratings with customers complaining about unfounded blocked accounts and problems with customer service. Exceptions are CEX.io, Oobit, or BitPanda, which stand out like a lighthouse on Trustpilot. With 4.7-stars and 4.1-stars respectively, CEX.io and BitPanda apparently perform incredibly better than their international competitors.
The leaders in terms of customer satisfaction on Trustpilot are CEX.io, Oobit, and Revolut, with Excellent trust levels, and BitPanda, with a Great trust level. With disgracing Bad trust levels, the worst performers in the Trustpilot ratings are the two U.S. crypto exchanges, Coinbase and Gemini.
We have also included the “non-pure crypto” players Revolut and PayPal in our review because both FinTechs also offer crypto services in addition to their FIAT offerings. While Revolut records 4.4 stars and a corresponding Excellent Trust Level, PayPal has to accept a disastrous result with only 1.6 stars and a Bad trust level. Below is the table with Trustpilot ratings of the leading crypto exchanges:
| Ranking | Brand | Rating |
|---|---|---|
| 1 | CEX.io | 4.7 stars Excellent trust level |
| 2 | Oobit | 4.6 stars Excellent trust level |
| 3 | Revolut | 4.4 stars Excellent trust level |
| 4 | Bitpanda | 4.1 stars Great trust level |
| 5 | Bitfinex | 3.3 stars Average trust level |
| 6 | Blockchain.com | 2.2 stars Poor trust level |
| 7 | Kraken | 2.2 stars Poor trust level |
| 8 | Binance | 2.0 stars Poor trust level |
| 8 | Crypto.com | 2.0 stars Poor trust level |
| 9 | ByBit | 2.0 stars Poor trust level |
| 10 | FTX | 1.9 stars Poor trust level |
| 11 | BitStamp | 1.9 stars Poor trust level |
| 13 | KuCoin | 1.8 stars Poor trust level |
| 14 | Gate.io | 1.8 stars Poor trust level |
| 15 | Coinbase | 1.6 stars Bad trust level |
| 16 | PayPal | 1.6 stars Bad trust level |
| 17 | Gemini | 1.2 stars Bad trust level |
The surprising thing for us in this brief analysis of customer satisfaction with Crypto Exchanges is that even the big and recognized providers like PayPal perform disastrously. In this respect, the low customer satisfaction is not a phenomenon limited to the crypto sector, but is truly company-related.
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