Bank servicers beat mortgage-focused companies in website and app satisfaction even when customers reported the same level of familiarity, according to the 2026 U.S. Mortgage Servicer Digital Experience Study from J.D. Power, released Oct. 13.
For lenders competing for repeat business, another finding deserves attention: Among mortgage-focused servicer app users, 88% said they definitely would keep using the channel when account management was very easy to access, and payment history was easy to view. When neither condition was met, that fell to 49%.
That 39-percentage-point difference puts basic account functions at the center of the engagement discussion. The opportunity, according to J.D. Power, includes both reducing servicing costs and building trust before a borrower needs another loan.
“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. It also creates opportunities to build the trust that puts a servicer in consideration when a customer needs their next mortgage.”
Familiarity Doesn’t Explain The Gap
Bank servicer apps averaged 736 on the study’s 1,000-point satisfaction scale, compared with 680 for mortgage-focused servicers — a 56-point gap. Bank websites averaged 740, compared with 704 for mortgage-focused servicers.
Banks have an established relationship advantage. Among bank servicing customers, 74% had other accounts or products with their servicer, compared with 22% of mortgage-focused servicer customers. And 60% of bank customers described themselves as very familiar with their servicer’s website or app, versus 40% in the mortgage-focused segment.
But banks earned higher satisfaction scores at every level of familiarity. Knowing the platform better did not eliminate the difference between the two groups.
“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.”
Payment History Matters
For mortgage-focused servicers, easy account access and clear transaction or payment history were associated with the strongest willingness to continue using digital channels.
The pattern extended beyond apps. When both conditions were met, 91% of website users said they definitely would continue using the channel, compared with 66% when neither was met.
For bank customers, the strongest combination was easy account access and a layout more organized than other websites or apps. With both conditions met, 92% of website users and 91% of app users said they definitely would continue using the channel. Those figures fell to 59% and 54%, respectively, when neither condition was met.
The findings give lenders a concrete place to look when evaluating their servicing experience: How easily can a borrower manage the account and find payment information?
These interactions are part of the competition for the borrower’s next loan. A servicer that makes account management easy has opportunities to earn trust between transactions.
Chase, Bank Of America, And Rocket Lead
Chase ranked highest among bank servicer apps with a score of 760, followed by Bank of America at 749 and Wells Fargo at 738.
Bank of America led bank servicer websites at 766, followed by Wells Fargo Home Mortgage at 752 and PNC Mortgage at 748.
Rocket Mortgage led both categories among mortgage-focused servicers. Its app scored 719, followed by Lakeview at 705. Its website scored 739, followed by Freedom Mortgage at 715 and Lakeview at 710.
The study evaluates desktop websites and mobile apps across four factors: design, system performance, information, and tools and capabilities. It was based on 6,722 evaluations from customers who had visited their servicer’s website or app within the previous nine months and was fielded in June and July 2026.
