Mortgage servicers looking to keep customers engaged have a straightforward place to start: make managing their mortgage online easier. According to the JD Power 2026 U.S. Mortgage Servicer Digital Experience Study,SM released today, bank servicers lead mortgage-focused servicers in overall satisfaction with websites and mobile apps. Across both segments, easy access to account management functions is associated with substantially greater willingness to keep using digital channels, giving servicers an opportunity to strengthen engagement and help customers manage their mortgage without making a call.
“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 JD 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. It also creates opportunities to build the trust that puts a servicer in consideration when a customer needs their next mortgage.”
Following are some key findings of the 2026 study:
- Bank servicers have the digital edge: Overall satisfaction with bank servicer apps averages 736 (on a 1,000-point scale), compared with 680 for mortgage-focused servicer apps. Websites show a similar gap: 740 vs. 704, respectively. Additionally, bank servicer customers are more likely to have other accounts or products with them (74% vs. 22%) and be very familiar with its website or app (60% vs. 40%). Overall satisfaction scores among bank servicer customers are higher than among mortgage-focused servicer customers at every level of website/app familiarity.
- Easy access to account management and organized layouts keep bank customers coming back: When account management is very easy to access and the layout is more organized than other websites or apps, 92% of bank servicer website users and 91% of bank servicer app users say they definitely will continue using the channel. Those figures fall to 59% and 54%, respectively, when neither condition is met.
- Easy access to account management and payment history matters for mortgage-focused servicer customers: Among mortgage-focused servicer customers, willingness to keep using digital channels is strongest when account management is very easy to access and transaction/payment history is easy to view. With both conditions met, 91% of website users and 88% of app users say they definitely will continue using the channel, compared with 66% and 49%, respectively, when neither is 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 JD 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.”
Study Rankings
This year, the study recognizes the highest-ranked brands across four categories: bank servicer mobile apps and websites, as well as mortgage-focused servicer mobile apps and websites.
Chase ranks highest in mortgage servicer app satisfaction among bank servicers, with a score of 760. Bank of America (749) ranks second and Wells Fargo (738) ranks third.
Bank of America ranks highest in website satisfaction among bank servicers, with a score of 766. Wells Fargo Home Mortgage (752) ranks second and PNC Mortgage (748) ranks third.
Rocket Mortgage ranks highest in app satisfaction among mortgage-focused servicers, with a score of 719. Lakeview (705) ranks second.
Rocket Mortgage ranks highest in website satisfaction among mortgage-focused servicers, with a score of 739. Freedom Mortgage (715) ranks second and Lakeview (710) ranks third.
To view the complete rankings for each segment, visit: http://www.jdpower.com/pr-id/2026102.
The JD Power Mortgage Servicer Digital Experience Study evaluates digital experiences of customers from the largest mortgage servicers in the United States. It examines the functional aspects of desktop websites and mobile apps based on four factors: design; system performance; information; and tools/capabilities. The 2026 study is based on 6,722 evaluations provided by mortgage customers who visited their mortgage servicer’s website or mobile app in the past nine months. It was fielded June through July 2026.
For more information about the U.S. Mortgage Servicer Digital Experience Study, visit https://www.jdpower.com/business/u-s-mortgage-servicer-digital-satisfaction-study/.
About JD Power
JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.
As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.
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