Traditional banks provide borrowers with better digital servicing experiences compared to their nonbank counterparts, according to newly published findings from a J.D. Power survey.

Among bank servicers, Chase ranked highest for mortgage servicer mobile application satisfaction, with a score of 760 on a 1,000-point scale. Rocket Mortgage ranked highest among what the consumer intelligence firm called “mortgage-focused” servicers, with a mobile app score of 719.

But across all participating bank and nonbank servicers, websites outscored mobile apps for providing the best digital servicing experiences to borrowers.

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Bank servicers had a website average of 740 compared to 736 for mobile apps. Nonbank servicers, meanwhile, had website and app scores of 704 and 680, respectively.

“Making routine tasks easy online gives customers a reason to keep using digital channels and can help servicers lower the cost to serve them,” commented Bruce Gehrke, senior director of wealth and lending intelligence at J.D. Power, in a press release.

Garnering 6,722 responses from June through September, the J.D. Power study gauged borrowers’ satisfaction with digital platforms offered by their mortgage servicers to manage their loans through websites and mobile apps. The survey examined the country’s 35 largest mortgage servicers.

Following Chase with the highest scores for mobile app satisfaction among bank servicers were Bank of America, Wells Fargo, PNC Mortgage and U.S. Bank.

However, the rankings shifted concerning website satisfaction, as Bank of America took the top spot among bank servicers. Wells Fargo and PNC Mortgage followed, while Chase dropped to fourth and U.S. Bank took fifth.

Among nonbank servicers, Lakeview, Newrez, Pennymac and Carrington Mortgage Services followed Rocket in the rankings for the best mobile app experience. Across website platforms, satisfaction was also highest with Rocket at a score of 739, followed by Freedom Mortgage at 715 and Lakeview with a score of 710.

Pennymac and Newrez rounded out the top five nonbanks for servicing website satisfaction.

Driving greater satisfaction with banks’ digital platforms is customers’ much greater likelihood of having other accounts or products with the bank than nonbank customers and their servicers. Bank servicer customers thus already have a degree of familiarity with the websites or apps they’re prompted to use.

“Overall satisfaction scores among bank servicer customers are higher than among mortgage-focused servicer customers at every level of website/app familiarity,” read the survey findings.

The results also underscored the features that keep borrowers engaged with digital servicing platforms. More than 90% of bank servicer customers said they would continue to use digital servicing websites or apps when they observed easy access to account management functions and a layout that is “more organized than other websites or apps.”

For nonbank servicing customers, survey respondents put an emphasis on access to account management and easily observable transaction and payment history. Satisfaction drops significantly if neither condition 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,” noted Jon Sundberg, director of digital solutions at J.D. Power, also commenting in the press release.