Banks Run The Table In J.D. Power’s New Digital Servicing Scorecard

Mortgage servicers continue to struggle with delivering strong mobile experiences, with most apps falling short of both servicing websites and digital platforms in other financial sectors, according to a new J.D. Power study released Thursday. The study examines the functional aspects of desktop websites and mobile apps based on four factors: design, system performance, information, and tools or capabilities. 

The inaugural 2025 U.S. Mortgage Servicer Digital Experience Study reports that servicing mobile apps earned an average satisfaction score of 704 on a 1,000-point scale — 22 points lower than mortgage servicer websites, 38 points lower than wealth apps, and 35 points lower than retirement provider apps. J.D. Power says the gap reflects uneven investment in mobile tools across the industry.

“Mobile is the future of lending,” said Bruce Gehrke, senior director of wealth and lending intelligence at J.D. Power. “There is no more effective way of being present at the exact moment when customer decisions are being made and mortgage servicers who are getting their app formulas right are starting to recognize that having a great app is core to driving customer engagement and brand loyalty.”

Still, most mortgage servicing apps were reported to have fallen short on basics. The study found that only 44% deliver foundational functionality, such as avoiding frequent downtime and offering a clean, modern interface. More advanced features are even more rare, the study noted, with only 12% of apps allowing borrowers to set alerts, direct extra principal payments, or review expected escrow shortages or overages.

“Many mortgage servicer apps are lagging top performers in other industries when it comes to these essentials,” said Jon Sundberg, senior director of digital solutions at J.D. Power. “With just 44% of apps delivering a foundational user experience, there is a lot of room for improvement in this space.”

The report also highlights wide disparities in performance across servicers. Bank of America ranked highest in overall digital satisfaction with a score of 784, followed by Chase (762) and Wells Fargo Home Mortgage (754). Rocket was the only nonbank to score above the study average of 713, landing fourth with a 752. 

The industry average across both apps and websites is 713, with national banks generally delivering more consistent digital experiences than nonbanks. Notably, seven of the top eight scorers in the first-ever digital servicing study were depositories, meaning banks have offered consumer-facing mobile apps far longer than most nonbanks.

Mr. Cooper scored 698, placing ninth overall — significant because Mr. Cooper is now part of Rocket’s platform. Meanwhile, Loancare (675), Pennymac (674), and PHH Mortgage (665) rounded out the bottom.

The study, fielded between September and October 2025, is based on 5,223 evaluations from mortgage customers who used their servicer’s mobile app or website within the past nine months.

Bottom Line

Once a loan transfers to servicing, the borrower’s digital experience can either reinforce or erode their relationship with their originator. Considering less than half of those surveyed met basic standards for reliability and design, many borrowers are interacting with tools that feel outdated or frustrating. 

Servicers with stronger platforms — which are mainly national banks like Bank of America, Chase and Wells Fargo — are reportedly better positioned to retain customers and capture repeat business. That means TPO and retail IMB originators, a servicing partner’s digital competence has a direct impact on an originator's long-term customer loyalty and recapture potential.