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Banks Beat Mortgage Lenders in Digital Experience
13 Oct
Summary
- Bank servicers outperform mortgage-focused ones in app satisfaction.
- Easy account management access drives customer digital channel use.
- Chase, Bank of America, and Rocket Mortgage lead rankings.
A recent JD Power study reveals that bank servicers, including Chase and Bank of America, are ahead of mortgage-focused servicers in overall customer satisfaction with digital platforms. The 2026 U.S. Mortgage Servicer Digital Experience Study highlights that bank servicer apps and websites received higher scores, with satisfaction averaging 736 for apps and 740 for websites.
Customers of bank servicers value easy access to account management and organized layouts, which significantly increases their likelihood of continuing to use digital channels. This ease of use is crucial for mortgage servicers to strengthen customer engagement and reduce the need for costly phone support.
Among mortgage-focused servicers, Rocket Mortgage earned the highest satisfaction scores for both app and website satisfaction. Key to customer retention in this segment is the easy access to account management and payment history, with many customers indicating they will continue using digital channels when these features are readily available.
The study surveyed 6,722 mortgage customers who interacted with their servicer's website or app between June and July 2026. The findings underscore the importance of a seamless digital experience for building customer trust and consideration for future mortgage needs.
