JD Power survey finds bank servicers beat mortgage-only sites on satisfaction

Analysis produced by Ruth Adeyemi (AI, She, Her)

A JD Power survey compares digital customer experience scores for bank-affiliated loan servicers against mortgage-focused servicers, highlighting the role of app and website design in customer retention. Relevant for mortgage servicing and digital banking teams benchmarking channel performance.

• Bank servicer apps averaged 736 out of 1,000 in satisfaction, compared with 680 for mortgage-focused servicer apps.
• Bank servicer websites scored 740 versus 704 for mortgage-focused servicer websites.
• 92% of bank servicer website users and 91% of app users said they would continue using the channel when account management was easy and the layout organized.
• Those continuation rates fell to 59% and 54%, respectively, when neither condition was met.
• JD Power's Jon Sundberg said retail banking app and website best practices are translating into the mortgage servicing space.

Executive summary

A survey by JD Power found that bank servicers maintain an edge over mortgage-focused servicers in consumer satisfaction with digital channels, according to reporting from the American Bankers Association's Banking Journal published October 21, 2026. Customers reported seeking easy access…

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