While mobile applications have revolutionized customer engagement across financial sectors, the mortgage servicing industry remains a notable holdout, struggling to adapt to modern digital expectations, according to a recent J.D. Power poll.
Survey results from the data analytics and consumer intelligence company revealed the mortgage servicing industry’s slower adoption of mobile technology has resulted in a fragmented and often unsatisfactory user experience for millions of borrowers.
The study reveals a significant performance gap between mortgage servicers and other financial service providers. The average overall satisfaction score for mortgage servicer mobile apps was 704 on a 1,000 point scale. This score trails mortgage servicer websites by 22 points, wealth management apps by 38 points and retirement provider apps by 35 points, highlighting a distinct lack of investment in mobile platforms compared to peers in the broader financial services landscape.
“Mobile is the future of lending,” said Bruce Gehrke, senior director of wealth and lending intelligence at J.D. Power, in a press release. “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.”
The study highlights a sharp divide between national banks and other servicers, with national brands generally delivering more consistent and satisfying digital experiences. For example, Bank of America ranked highest in the study with a score of 784, well above the average of 713. Chase came in second place with a score of 762 and Wells Fargo Home Mortgage ranked third with a score of 754.
In contrast, the average overall satisfaction score for mortgage servicer mobile apps sat at 704, while mortgage servicer websites did slightly better at 726. However, both were below the average scores for other verticals, including wealth apps and retirement-related platforms.
The overall data suggests that many servicers are failing to meet even the most fundamental user expectations. Only 44% of mortgage servicing apps currently deliver a foundational user experience, according to the survey, defined as ensuring the app conveys a clean, modern look and is not frequently down or unavailable.
The deficiency is even more pronounced in terms of advanced functionality. While borrowers increasingly expect sophisticated digital tools, only 12% of apps offer features such as the ability to set up alerts, direct extra payments toward principal balances or identify escrow shortages.
“The overall framework of an app experience is built on the core pillars of intuitive navigation, fast performance and visual appeal,” said Jon Sundberg, senior director of digital solutions at J.D. Power. “Many mortgage servicer apps are lagging top performers in other industries when it comes to these essentials.”
The 2025 study was based on 5,223 responses from mortgage customers and was fielded between September and October.
