TROY, Mich.—Banks are outperforming mortgage-focused servicers in customer satisfaction with mortgage websites and mobile apps, with ease of navigation and access to account information playing significant roles in whether borrowers continue using digital services, according to a new study from J.D. Power.
The 2026 U.S. Mortgage Servicer Digital Experience Study found bank servicers scored significantly higher than mortgage-focused servicers in both mobile app and website satisfaction, while identifying opportunities for both groups to improve customer engagement and reduce servicing costs.
“Mortgage servicers may only have a few opportunities each month to connect with customers, so those interactions need to count,” said Bruce Gehrke, senior director of wealth and lending intelligence at J.D. Power.
“Making routine tasks easy online gives customers a reason to keep using digital channels and can help servicers lower the cost to serve them,” Gehrke added. “It also creates opportunities to build the trust that puts a servicer in consideration when a customer needs their next mortgage.”
Banks Hold Significant Digital Advantage
According to J.D. Power, bank mortgage servicers maintained a substantial advantage over mortgage-focused servicers in overall digital satisfaction, measured on a 1,000-point scale.
Among the study’s findings:
- Mobile app satisfaction: Bank servicers averaged 736, compared with 680 for mortgage-focused servicers, a 56-point difference.
- Website satisfaction: Bank servicers averaged 740, compared with 704 for mortgage-focused servicers, a 36-point difference.
- Existing customer relationships: Approximately 74% of bank servicer customers had other accounts or products with their institution, compared with 22% of mortgage-focused servicer customers.
- Digital familiarity: Some 60% of bank servicer customers reported being very familiar with their institution’s website or app, compared with 40% of mortgage-focused servicer customers.
J.D. Power reported satisfaction among bank servicer customers was higher than among mortgage-focused servicer customers at every level of website and app familiarity.
Ease of Use Drives Continued Engagement
The study found borrowers were substantially more likely to continue using digital mortgage services when account management functions were easy to find and websites and apps were organized.
Among bank servicer customers, 92% of website users and 91% of mobile app users said they definitely would continue using those channels when account management was very easy to access and the layout was more organized than competing digital platforms.
When neither condition was met, those figures declined to 59% for website users and 54% for app users.
For mortgage-focused servicers, access to account management tools and payment histories proved particularly important.
When both account management and transaction or payment history were easy to access:
- 91% of website users said they definitely would continue using the channel, compared with 66% when neither condition was met.
- 88% of mobile app users said they definitely would continue using the app, compared with 49% when neither condition was met.
“Easy navigation, familiarity with overall design and the ability to easily manage your account are key attributes helping to drive the digital customer experience,” said Jon Sundberg, director of digital solutions at J.D. Power.
“This also helps explain why bank servicers have an edge over mortgage-focused servicers, as many of the proven best practices that are driving success in retail bank apps and websites are translating in the mortgage space,” Sundberg added.
Chase, Bank of America and Rocket Mortgage Lead Rankings
J.D. Power ranked mortgage servicers across four categories, separating banks from mortgage-focused servicers and evaluating websites and mobile apps independently.
The highest-ranked institutions were:
Bank Servicer Mobile Apps
- Chase — 760
- Bank of America — 749
- Wells Fargo — 738
Bank Servicer Websites
- Bank of America — 766
- Wells Fargo Home Mortgage — 752
- PNC Mortgage — 748
Mortgage-Focused Servicer Mobile Apps
- Rocket Mortgage — 719
- Lakeview — 705
Mortgage-Focused Servicer Websites
- Rocket Mortgage — 739
- Freedom Mortgage — 715
- Lakeview — 710
Rocket Mortgage led both digital satisfaction categories among mortgage-focused servicers, while Chase and Bank of America earned the top rankings among banks.
About the Study
The J.D. Power U.S. Mortgage Servicer Digital Experience Study evaluates customer experiences with websites and mobile apps offered by the nation’s largest mortgage servicers.
The research measures satisfaction across four factors:
- Design
- System performance
- Information
- Tools and capabilities
The 2026 study was based on 6,722 evaluations from mortgage customers who had visited their servicer’s website or mobile app during the preceding nine months. The research was conducted in June and July 2026.
J.D. Power said the findings underscore the importance of making routine mortgage servicing functions accessible through digital channels, potentially reducing the need for customer service calls while strengthening relationships with borrowers who may eventually seek another mortgage.
Additional information is available from J.D. Power’s Mortgage Servicer Digital Experience Study.
