Category: Financial ServicesUnited States

Mortgage Customer Satisfaction Surges as Originators Adopt Advisory-Style Approach to Lending, JD Power Finds

2025-11-10

jillian.breska

TROY, Mich.: 12 Nov. 2025 — With new mortgage origination volumes on the rise again after steadily declining for the past four years, lenders have fundamentally changed the way they work with customers. According to the JD Power 2025 U.S. Mortgage Origination Satisfaction Study,^SM released today, mortgage lenders have evolved from a transactional, volume-at-all-costs approach to adopt more consultative, advisory-style engagements with customers. That shift is paying off in the form of significantly higher customer satisfaction scores, improved trust and increased levels of brand loyalty.

“Mortgage lenders have come to recognize that the more educated their customers are about the details of their mortgage products, the more loyal and lucrative their relationships become,” said Bruce Gehrke, senior director of wealth and lending intelligence at JD Power. “The highest-ranked lenders in today’s market aren’t just those with the best rates, they’re the ones that have perfected hybrid engagement. By blending high-touch advisor relationships with intelligent digital infrastructure, leading lenders are transforming what used to be a transactional, document-focused ordeal into a consultative partnership.”

Following are some key findings of the 2025 study:

• Overall satisfaction rises sharply: Overall customer satisfaction with mortgage lenders is 760 (on a 1,000-point scale), up 33 points from a year ago when mortgage customer satisfaction was in decline. In the past year, mortgage lenders have made significant strides in customer communication, reliability and accountability and use of innovative technologies to engage with customers.
• Lenders build loyalty with advisory-style approach: Mortgage lenders receive top scores from a majority (79%) of their customers for providing useful guidance or advice, up from 76% in 2024, 70% in 2023 and 69% in 2022. Additionally, customers of mortgage lenders that receive top scores for delivering useful guidance are 2.3 times more likely to say they “definitely will” choose the same lender for future loans.
• Early engagement drives higher satisfaction: Overall satisfaction is 32 points higher when lenders connect with customers at the beginning of their home-buying journey, before they start actively shopping, compared with satisfaction when engagement begins later in the journey. Satisfaction drops by 64 points when lenders first engage at the mortgage application stage.
• Borrowers open to AI involvement in lending process: Slightly more than half (54%) of customers say they are “completely comfortable” with their lenders using AI in the mortgage origination process and another 31% say they are “partially comfortable” with the use of AI. However, customers also want to know how the technology is being used; 71% say it is “very important” for their lender to inform them when they are using AI. 

Study Ranking

Citi ranks highest in mortgage origination satisfaction, with a score of 802. Bank of America (792) ranks second and Citizens (787) ranks third.

The U.S. Mortgage Origination Satisfaction Study measures overall customer satisfaction based on performance in six factors (in alphabetical order): communication; digital channels; level of trust; loan offering meets my needs; made it easy to do business with; and people. The 2025 study was fielded from September 2024 through September 2025 and is based on responses from 10,067 customers who originated a new mortgage or refinanced within the past 12 months.

For more information about the U.S. Mortgage Origination Satisfaction Study, visit https://www.jdpower.com/business/financial-services/us-mortgage-origination-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Virtual Assistants, Advanced Trading Tools Drive Customer Satisfaction with Wealth Management Apps and Websites, JD Power Finds

2025-11-19

jillian.breska

TROY, Mich.: 20 Nov. 2025 — Does your wealth management website or mobile app look more like a Wall Street trading floor than a boring corporate brand page? It’s no accident. According to the JD Power 2025 U.S. Wealth Management Digital Experience Study,^SM released today, both advised and do-it-yourself (DIY) wealth management websites and apps have doubled down on sleek interfaces, powerful portfolio analytics and AI-powered assistants that are helping investors get more visibility into what’s happening in their portfolios. The more technologically advanced and consistent those tools are, the higher is investors’ overall satisfaction.

“The continued growth of fintech players in the wealth management space has really raised the bar on investor expectations of a truly personalized digital experience,” said Mike Foy, managing director and head of wealth intelligence at JD Power. “As firms continue to incorporate more capabilities into their digital properties, it is critical that they also deliver a consistent cross-channel experience that connects with investors whether they are engaging via desktop, mobile app or speaking offline with an advisor or representative.”

Following are key findings of the 2025 study:

• Top-performing brands score points on visual appeal, investing tools: The top-performing brands in the study set themselves apart by offering sleek, intuitive designs, easy navigation and information-rich content that is consistent across different digital channels.
• More than half of wealth management apps now offer virtual assistants: AI-powered virtual assistants have become increasingly prevalent across both DIY and advised segments. Currently, 60% of DIY apps and 54% of advised apps offer virtual assistants.  
• Virtual assistants drive customer satisfaction: The average overall satisfaction among advised wealth management investors who use their firm’s virtual assistant app feature is 767 points (on a 1,000-point scale), which is 72 points higher than among investors whose firm’s app does not offer a virtual assistant. In the DIY segment, overall satisfaction scores are 47 points higher, on average, when investors use virtual assistants than when no such service is offered.
• Advanced queries still require human intervention: Even the most sophisticated wealth management virtual assistants are still only effective for routine or reactive tasks, but do not proactively make suggestions or anticipate investor needs. More advanced requests typically require escalation to a human agent or advisor. 

“The importance of good design is hard to overstate when it comes to investor satisfaction with wealth management apps and websites,” said Jon Sundberg, senior director of digital solutions at JD Power. “JD Power is seeing many new capabilities being introduced and many firms are getting great traction with AI-powered virtual assistants, but the real key to investor engagement with wealth management apps and websites is intuitive, clean design and consistency across different communication channels.”

Study Rankings

Wells Fargo Advisors ranks highest in overall customer satisfaction with the advised wealth management digital experience, with a score of 756. J.P. Morgan Wealth Management (748) ranks second and Vanguard (744) ranks third.

Robinhood ranks highest in overall customer satisfaction with the DIY wealth management digital experience, with a score of 724. Charles Schwab (717) ranks second and Fidelity and Stash (713) each rank third in a tie. 

The U.S. Wealth Management Digital Experience Study was redesigned for 2025, thus overall satisfaction scores are not comparable with previous-year studies. The study evaluates customer satisfaction with the wealth management digital experience, inclusive of both apps and websites, based on four factors: information, tools/capabilities, system performance and design. This year’s study is based on responses from 5,608 advised and DIY investors and was fielded from June through August 2025.

For more information about the U.S. Wealth Management Digital Experience Study, visit https://www.jdpower.com/business/financial-services/wealth-management-digital-experience-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Small Business Credit Card Satisfaction Surges, Led by Financially Challenged Businesses, JD Power Finds

2025-11-26

jillian.breska

TROY, Mich.: 2 Dec. 2025 — While the overall business outlook, credit card debt and spending patterns for small businesses in the United States are largely unchanged this year, satisfaction with small business credit cards is rising. According to the JD Power 2025 U.S. Small Business Credit Card Satisfaction Study,^SM released today, the year-over-year improvement in customer satisfaction is highest among financially unhealthy[1] small businesses for whom credit cards and their rewards programs have become critical business tools.

“Merchants report few macroeconomic differences in the past year and 49% of small businesses are still categorized as financially unhealthy,” said John Cabell, managing director of payments intelligence at JD Power. “It is noteworthy that this group is really driving a significant increase in customer satisfaction with business credit cards. Credit cards are used by 89% of small businesses for business purchases, making them the most frequently used form of payment by a wide margin. As card issuers continue to refine their benefits and rewards programs for this lucrative segment, it will be important to address the needs of small businesses that may be in vastly different financial situations.”

Following are some key findings of the 2025 study:

• Small business credit card satisfaction rises: The overall small business credit card customer satisfaction score is 716 (on a 1,000-point scale), which is up 8 points from the 2024 study. Areas showing the greatest improvement include terms, benefits and rewards earning. The year-over-year increase in customer satisfaction is highest among small businesses classified as financially unhealthy.
• Financially challenged businesses find value: Financially unhealthy small businesses, which have less stability and greater financial need, show improved satisfaction (+11 points) because of card features that matter most to them, such as availability of card purchase payment plans; balance transfers; and financial management benefits and discounts. The majority (60%) of startup businesses fall into this category and are also using their card as a tool to help fund capital improvements and purchase key supplies.
• Co-brand cards excel: Co-brand small business credit cards have significantly higher overall satisfaction (+17 points) among merchants than bank brand cards. This difference is largely driven by higher satisfaction with rewards and benefits for designated retail, airline and hotel partners. Annual fee and points/miles rewards cards also have high satisfaction among card product choices.
• Credit cards most common payment method but BNPL grows: Overall, 89% of small businesses used a credit card to make recent purchases, followed by digital wallets (47%), cash (38%) and debit cards (37%). Buy Now Pay Later (BNPL) was used by 17% of small businesses, an increase of 4 percentage points from a year ago. BNPL is used most frequently (21%) by financially unhealthy small businesses.
• Merchant surcharges deter card use: More than one-fourth (28%) of small businesses have decided not to use their cards for purchases due to a surcharge added by another merchant. Perception of credit cards as very favorable drops significantly to 40% from 55% among businesses that chose not to use their card when facing a surcharge. The use of cash (44%) and BNPL (24%) get the biggest lifts when cardholders elect for an alternative payment method to avoid a surcharge.

Study Ranking

American Express ranks highest in customer satisfaction for a fifth consecutive year, with a score of 750. Chase (718) ranks second. 

The U.S. Small Business Credit Card Satisfaction Study measures customer satisfaction with the largest small business credit card issuers in the United States across seven core dimensions (in order of importance): account management; meeting my business needs; terms; benefits; rewards redeeming; rewards earning; and customer service. The study is based on responses gathered from 3,728 small business credit card customers who used a small business credit card from a qualifying issuer in the past three months and have an approximate annual revenue between $10,000 and $10 million. The study was fielded from July through September 2025.

For more information about the U.S. Small Business Credit Card Satisfaction Study, visit https://www.jdpower.com/business/resource/us-small-business-credit-card-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power measures the financial health of small businesses as a metric combining their creditworthiness, access to affordable funding and credit and safety net items like insurance coverage. Businesses are placed on a continuum from healthy to vulnerable.

 

Mortgage Servicing Apps Deliver Uneven User Experience, JD Power Finds

2025-12-02

jillian.breska

TROY, Mich.: 4 Dec. 2025 — Mobile apps have transformed the digital customer experience in countless industries with their streamlined, easy-to-navigate interfaces and convenient access. The mortgage servicing industry has been one of the few exceptions to that rule, until recently relying on their websites and offline communications as the primary means of engaging with customers. According to the inaugural JD Power U.S. Mortgage Servicer Digital Experience Study,^SM released today, that slower industry-wide adoption of mobile apps is resulting in a decidedly uneven digital user experience across different mortgage servicers. While some mortgage servicing apps are delivering on industry best practices, others are lagging significantly behind those of other lenders and apps from other industries.

“Mobile is the future of lending,” said Bruce Gehrke, senior director of wealth and lending intelligence at JD 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. Mortgage servicers have invested heavily in modernizing tech stacks and improving operational efficiencies to deliver incremental value behind the scenes. However, that same level of investment has not been applied consistently to mobile apps across the industry. Today’s borrowers expect a best-in-class mobile experience, and leading servicers recognize this—turning to mobile as a key differentiator for delivering a standout user experience.”

Following are some key findings of the 2025 study:

• Mortgage servicing apps lag websites and other industry apps: The average overall satisfaction score for mortgage servicer mobile apps is 704 (on a 1,000-point scale), which is 22 points lower than mortgage servicer websites; 38 points lower than wealth apps; and 35 points lower than retirement provider apps.
• Most mortgage servicing apps fail to deliver on basics: Just 44% of mortgage servicing apps deliver basic foundational functionality by ensuring the app is not frequently down or unavailable and conveying a clean, modern look and feel. When it comes to delivering truly valuable digital experiences, however, those numbers fall sharply. For example, just 12% of mortgage servicer apps deliver valuable user experiences that include the ability to easily set up alerts; direct extra payments toward principal balance; and identify an expected shortage/overage in escrow accounts.
• Uneven digital experience: The overall satisfaction score for the top-performing brand in the study, Bank of America, is 784, which is 71 points higher than the industry average satisfaction score across both apps and websites (713). On average, national bank brands are delivering more consistent, satisfying digital mortgage servicing experiences.

“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 JD Power. “Many mortgage servicer apps are lagging top performers in other industries when it comes to these essentials. With just 44% of apps delivering a foundational user experience, there is a lot of room for improvement in this space.”

Study Ranking

Bank of America ranks highest in overall satisfaction for mortgage servicer digital experience with a score of 784. Chase (762) ranks second and Wells Fargo Home Mortgage (754) ranks third.

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 (in order of importance): design; system performance; information; and tools/capabilities. The 2025 study is based on 5,223 evaluations provided by mortgage customers who visited their mortgage servicer’s website or mobile app in the past nine months. It was fielded in September-October 2025.

For more on the U.S. Mortgage Servicer Digital Experience Study, visit https://www.jdpower.com/business/mortgage-servicer-digital-experience-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Account Security Outweighs Convenience among Retirement Plan Website and Mobile App Users, JD Power Finds

2025-09-09

jillian.breska

TROY, Mich.: 10 Sept. 2025 — There was a time not long ago when multifactor authentication processes and other digital security measures were dismissed as an annoyance by website and mobile app users. Now, enhanced security is one of the most critical pieces of the retirement plan digital experience. According to the JD Power 2025 U.S. Retirement Plan Digital Experience Study,^SM released today, 62% of retirement plan website and app users say security is more important than convenience regarding their overall digital experience. Moreover, account security is now one of the biggest drivers of overall customer satisfaction with retirement account digital tools, alongside core usability and design features such as visual appeal, navigation and speed.

“When it comes to protecting their nest eggs, retirement plan account holders are willing to accept extra authentication steps and actively seek signs of strong data security,” said Kapil Vora, senior director of wealth intelligence at JD Power. “Importantly, when account security falls short, satisfaction plummets. Ease of navigation and a seamless experience still matter, but demand for strong data security is rising, even if it requires a longer log-in process.”

Following are some key findings of the 2025 study:

• Account security takes center stage: A majority (62%) of retirement account website and mobile app users say security matters more than convenience, making it one of the top drivers of overall satisfaction. Satisfaction scores rise 52 points (on a 1,000-point scale) when users rate account security measures as “very effective”.
• Wide gap between highest-performing and lowest-performing digital offerings: The digital experience of retirement plan website and mobile app users varies considerably between providers, with 103 points separating the highest-performing and lowest-performing websites and mobile apps evaluated in the study.
• Work needed on seamless and consistent user experience: Nearly half (45%) of retirement plan website and mobile app users say their digital experiences are not well integrated across channels, citing issues with information flow and consistent look and feel.
• Opportunity for improved proactive guidance and support: Fully 61% of retirement plan participants say digital solutions fall short in this area. Stronger proactive guidance can drive deeper engagement with plan providers, extending beyond routine website or app tasks.

Study Ranking

Bank of America (including Merrill) ranks highest in retirement plan digital satisfaction, with a score of 747. Vanguard (717) ranks second and Ascensus (712) ranks third.

The U.S. Retirement Plan Digital Experience Study was redesigned for 2025 thus overall satisfaction scores are not comparable with previous-year studies. The study measures customer satisfaction with retirement plan websites, mobile websites and mobile apps across four factors (in order of importance): design, system performance, tools/capabilities and information content. The 2025 study is based on responses of 7,151 retirement plan participants and was fielded from May through June 2025.

For more information about the U.S. Retirement Plan Digital Experience Study, visit https://www.jdpower.com/business/retirement-plan-digital-experience-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

National Banks Continue to Outperform Regional Banks in Dealer Satisfaction, JD Power Finds

2025-08-12

jillian.breska

TROY, Mich.: 14 Aug. 2025 — Amid swirling economic headwinds, national banks remain significantly ahead of regional banks in satisfaction among auto dealers. According to the JD Power 2025 U.S. Dealer Financing Satisfaction Study,^SM released today, national banks (780) have significantly outperformed regional banks (713) in overall satisfaction and dealer intent for a third consecutive year. While regional banks have narrowed the gap, they still trail national banks in all five of the metrics evaluated in the study, an indication that progress is not happening quickly enough to shift dealer preferences or behaviors.

“National banks continue to demonstrate the resilience and adaptability that set them apart in today’s economic climate,” said Patrick Roosenberg, senior director of automotive finance intelligence at JD Power. “If regional banks want to stay competitive, they must clearly differentiate their value proposition and show dealers how their services are superior in meeting their needs. Without that, they risk losing relevance—and market share.”

Study Rankings

Captive Premium—Prime
Maserati Capital USA ranks highest in overall dealer satisfaction with a score of 927, followed by Porsche Financial Services (879) and Jaguar Land Rover Financial Group (874). 

Captive Mass Market—Prime
Southeast Toyota Finance ranks highest in overall dealer satisfaction for a third consecutive year with a score of 874, followed by Subaru Motors Finance (866) and Honda Financial Services (775).

Non-Captive National—Prime
TD Auto Finance ranks highest in overall dealer satisfaction for a sixth consecutive year, with a score of 864. Ally Financial (847) ranks second and Capital One Auto Finance (820) ranks third.

Non-Captive Regional—Prime
Huntington National Bank ranks highest in overall dealer satisfaction for a third consecutive year, with a score of 759. Santander Auto Finance (736) ranks second and M&T Bank (726) ranks third.

Non-Captive Sub-Prime
Ally Financial ranks highest in overall dealer satisfaction for a fifth consecutive year, with a score of 835. Capital One Auto Finance (807) ranks second and Chase Auto (773) ranks third.

The 2025 U.S. Dealer Financing Satisfaction Study is based on 24,085 total evaluations from 5,035 auto dealer financial professionals. The study, which was fielded in from April through May 2025, measures auto dealer satisfaction in five segments of lenders: captive premium—prime; captive mass market—prime; non-captive national—prime; non-captive regional—prime and non-captive sub-prime.

For more information about the U.S. Dealer Financing Satisfaction Study, visit https://www.jdpower.com/business/resource/us-dealer-financing-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 
Shane Smith; East Coast; 424-903-3665; [email protected]

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

A Tale of Two Types of Credit Card Customers: Financially Healthy Cardholders Drive Gains in Satisfaction While Financially Challenged Cardholders Struggle, JD Power Finds

2025-08-12

jillian.breska

TROY, Mich.: 14 Aug. 2025 — Volatility in everything from financial markets to the prices of consumer goods has started to influence the way credit card customers use their cards. According to the JD Power 2025 U.S. Credit Card Satisfaction Study,^SM released today, more than half (53%) of cardholders are currently carrying revolving debt and 56% are classified as financially unhealthy.¹ While these percentages have risen and fallen during reporting waves of the 2025 study, the result is a bifurcation of credit card customer experience, with significantly higher levels of customer satisfaction among financially healthy customers than among those who are less financially resilient. 

“There was a significant increase in the number of financially unhealthy cardholders and those carrying revolving debt in early fielding of the study,” said John Cabell, managing director of payments intelligence at JD Power. “Although financial health and debt levels began improving in subsequent waves, satisfaction is lower in multiple areas among a large portion of credit card customers. At the same time, cardholders with higher financial health scores and no revolving debt—especially those using cards with points/miles rewards programs and annual fee cards—are driving significant gains in overall satisfaction among cardholders. The trend illustrates the challenges card issuers face in delivering the right card options to the right customers in an uncertain economy.”

Following are some key findings of the 2025 study:

• Satisfaction slightly rises, driven by financially healthy cardholders: Overall satisfaction among all credit card customers is 611 (on a 1,000-point scale), which is up just a single point from 2024. The nominal improvement is driven in part by a significant 9-point increase in customer satisfaction among financially healthy cardholders and a significant 4-point increase among credit card transactors carrying no revolving debt. There is a decline of a single point among financially unhealthy cardholders and those carrying revolving debt, driven by lower satisfaction with credit limit, account management and ease of balance transfers.
• Financial strain drives down card spending, spurs payment plan usage: Increased financial volatility and decreasing household incomes have contributed to a $68 year-over-year decline in average total credit card monthly spend. The average total monthly spend across all cardholders in the study is now $1,058, down from $1,126 in 2024. Use of Buy Now Pay Later (BNPL) has also increased, with 20% of credit card customers using these payment plans in the past year. The percentage of cardholders who say they would consider using BNPL from another lender has also increased, to 37% from 34% in 2024.
• Higher annual fees linked to higher overall satisfaction: Overall Satisfaction is higher among cardholders with annual fee products (regardless of fee amount) than among those with no annual fee products (+3 points). Those with an annual fee of $500 or more have lower satisfaction for the reasonableness of the annual fee itself compared with cardholders paying an annual fee under $500. However, those with an annual fee of $500 or more are more satisfied with the overall card experience than their counterparts who have an annual fee under $500.
• Merchant surcharges deter card use, sap satisfaction: Overall, 65% of cardholders have been charged higher prices for goods and services for using their credit cards, while 25% of cardholders have experienced no surcharges. Customer satisfaction scores fall 39 points, on average, when cardholders encounter a surcharge. Among cardholders who have experienced a surcharge, 81% say they have used an alternate payment method at some point to avoid a surcharge.
• High hopes for AI to increase card security: Overall customer awareness of credit card issuers’ use of artificial intelligence (AI) is relatively low, but customers are still enthusiastic about its potential to improve security. Just 11% of cardholders say they completely understand how their card issuer uses AI and only 13% say their cardholder has completely communicated how they are using AI technology. One-third (33%) of cardholders perceive improved fraud prevention and data security would be the biggest benefits of AI.

Study Rankings

American Express ranks highest in customer satisfaction among credit card issuers, with a score of 643. This is the sixth consecutive year in which American Express receives a segment award.² Bank of America (622) ranks second and Capital One (621) ranks third.

Capital One Savor Rewards Card (with No Annual Fee) ranks highest in customer satisfaction among bank rewards credit cards with no annual fee for a third consecutive year, with a score of 662. Citi Double Cash Card (642) ranks second and Discover it Student Cash Back Credit Card (637) along with Wells Fargo Active Cash Card (637) rank third.

The Platinum Card from American Express ranks highest in customer satisfaction among bank rewards credit cards with an annual fee with a score of 683. Bank of America Premium Rewards Elite (674) ranks second and American Express Gold Card (669) ranks third.

Capital One Platinum Mastercard ranks highest in customer satisfaction among bank credit cards with no rewards or annual fee for a second consecutive year with a score of 620. BankAmericard (610) ranks second.

Citi/AAdvantage Executive World Elite Mastercard Card ranks highest in customer satisfaction among airline co-branded credit cards with a score of 625. Delta SkyMiles Platinum American Express Card (607) ranks second and Alaska Airlines Visa Signature Card (Bank of America) (602) ranks third.

Hilton Honors American Express Card ranks highest in customer satisfaction among co-branded credit cards with no annual fee, with a score of 641. Costco Anywhere Visa by Citi (629) ranks second and Apple Card (Goldman Sachs) (624) ranks third.

The U.S. Credit Card Satisfaction Study, now in its 19th year, measures customer satisfaction with their primary credit card by examining seven factors (in alphabetical order): account management; benefits; customer service; new account; rewards earning; rewards redeeming; and terms. The 2025 study includes responses from 37,293 credit card customers and was fielded from June 2024 through June 2025.

For more information about the U.S. Credit Card Satisfaction Study, visit https://www.jdpower.com/business/credit-card-consumer-insights.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power measures the financial health of any consumer as a metric combining their spending/savings ratio, creditworthiness and safety net items like insurance coverage. Consumers are placed on a continuum from healthy to vulnerable.

²JD Power 2023-2025 U.S. Credit Card Satisfaction Study:^SM Credit Card Issuers segment, which included issuers with more than 1,000,000 active accounts, excluding co-branded cards. JD Power U.S. Credit Card Satisfaction Study ^SM in 2020-2022: National Issuers segment, which included issuers with more than 4,000,000 active accounts. Visit jdpower.com/awards for more details.

 

New JD Power Study Measuring Satisfaction with Tax Preparers Reveals Importance of Perceived Value

2025-08-04

jillian.breska

TROY, Mich.: 6 Aug.  2025 — JD Power today revealed the results of its inaugural U.S. Tax Preparation Satisfaction Study,^SM which measures customer experiences with the largest tax do-it-yourself and assisted preparation brands in the United States. This year, overall satisfaction among tax filers lands at 705 (on a 1,000-point scale). The study finds that perceived value for price is the key differentiator between top- and bottom-performing brands.

“This new study finds that tax filers using the largest brands often perceive little differentiation between do-it-yourself tax services and professional tax services,” said Mike Foy, managing director of the wealth management practice at JD Power. “With 81% of study respondents indicated the price of their chosen service met their expectations—and as do-it-yourself platforms continue to get more intuitive, easier and make switching platforms more seamless—professional services are going to have to do something beyond providing filing advice to close the value perception gap.”

Study Rankings

TaxSlayer ranks highest in tax preparation satisfaction with a score of 712. Intuit TurboTax (708) ranks second and H&R Block (706) ranks third.

The 2025 U.S. Tax Preparation Satisfaction Study is based on responses from 1,969 customers who filed annual tax returns in the past nine months using an online service, a tax software or hired a tax professional.  The study measures overall customer satisfaction based on performance in seven dimensions: digital channels; level of trust; ease to prepare and file taxes; met tax preparation and filing needs; people; resolved problems or questions; and value for price. The study was fielded from March through June 2025.

For more information about the U.S. Tax Preparation Satisfaction Study, visit https://www.jdpower.com/business/jd-power-us-tax-preparation-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Homeowner Satisfaction with Mortgage Servicers Declines Sharply, JD Power Finds

2025-07-23

jillian.breska

TROY, Mich.: 24 July 2025 — With the average 30-year mortgage rate in the United States continuing to hover near recent highs of 6.8%,¹ homeowners might be expected to feel some tension with their mortgage company. However, high rates alone do not explain why customer satisfaction scores for mortgage servicers are significantly lower—and declining—than they are for mortgage originators. According to the JD Power 2025 U.S. Mortgage Servicer Satisfaction Study,^SM released today, customer satisfaction with mortgage servicers has plummeted in 2025, with an average satisfaction score that is now 131 points (on a 1,000-point scale) lower than the average score for mortgage originators. Increasingly, the difference between the two comes down to effective communication and customer service.

“There is a significant disconnect in the mortgage customer journey that’s reflected in the fact that satisfaction with mortgage origination is reaching record highs at the same time that satisfaction with mortgage servicing is reaching all-time lows,” said Bruce Gehrke, senior director of lending intelligence at JD Power. “Part of this is driven by the economy. Rates are still high, volumes are down, consumer financial health is strained and the industry is struggling to maintain high levels of customer engagement and personalization throughout the servicing experience. However, without delivering on important loyalty and advocacy metrics, servicers could be headed for some challenges down the road when volumes pick back up again.”

Key findings of the 2025 study:

• A fragmented customer journey: Overall customer satisfaction with mortgage servicers is 596, which is down 10 points from the 2024 study. Customer satisfaction with mortgage servicers declines across all dimensions year over year. This decline stands in stark contrast to customer satisfaction with mortgage originators, which reached a score of 727 in the JD Power 2024 U.S. Mortgage Origination Satisfaction Study.^SM
• Service quality and responsiveness play major role in customer loyalty: While better interest rates and lower costs and fees are cited most frequently by customers as a reason to switch mortgage providers, service quality and responsiveness can be equally powerful drivers of customer loyalty and retention. Customers cite better/improved customer service (51%); easy access to loan information (36%); and flexible ways to make a mortgage payment (27%) among the top reasons to switch mortgage companies.
• Communication breakdown: Despite industry efforts to deliver more effective communications, just 31% of mortgage servicer customers gave an excellent or perfect rating to their servicer for messaging that got their attention. Attention-getting is rated higher when there is a level of personalization added to the communication. Among those who have received personalized communications, account alerts are the most frequently recalled form of communication at 46%. Just 32% of customers give their mortgage servicer a high overall communication rating, down 5 percentage points from 2022.
• Satisfaction decreases as escrow costs rise: Escrow costs—the fees typically rolled into a mortgage to pay annual property tax and homeowners insurance bills—are rising nationwide, with 57% of mortgage servicer customers experiencing an increase in escrow costs this year. Overall satisfaction is 67 points lower, on average, among those who experienced an escrow cost increase than among those who experienced no change.  

Study Ranking

Rocket Mortgage ranks highest among mortgage servicers with a score of 685. Guild Mortgage (677) ranks second and Regions Mortgage (656) ranks third.

The U.S. Mortgage Servicer Satisfaction Study measures customer satisfaction with the mortgage servicing experience in six dimensions (in order of importance): level of trust; makes it easy to do business with; keeps me informed and educated; people; resolving problems or questions; and digital channels. The study is based on responses from 15,912 customers who have been with their current mortgage loan servicer for at least one year. The study was fielded from May 2024 through May 2025.

For more information about the U.S. Mortgage Servicer Satisfaction Study, visit https://www.jdpower.com/business/mortgage-servicer-satisfaction-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹Source: Bankrate, July 10, 2025

 

Wealth Management Firms’ Investment in AI, Social Media and Branding Become Key to Capturing the Next Generation of Advisor Talent, JD Power Finds

2025-07-15

jillian.breska

TROY, Mich.: 16 July 2025 — The wealth management industry is on a collision course with a talent crisis. Just as growing numbers of self-directed investors are seeking the help of financial advisors, nearly half (46%) of those advisors say they are within 10 years of retirement. In fact, more than one-fourth (26%) of current advisors are already 65 or older. According to the JD Power 2025 U.S. Financial Advisor Satisfaction Study,^SM released today, the keys to attracting and retaining the younger advisors and career switchers who will carry the industry forward will be strategic investments in technology and brand-building.

“The wealth management industry is experiencing a significant generational shift in which the demographics, ways of working and priorities of both clients and advisors are changing rapidly,” said Mike Foy, managing director of the wealth management practice at JD Power. “How firms manage this transformation and the investments they make today in technology and branding will be critical to attracting, developing and retaining the next generation of advisors, and they will also set the stage for how their firms are perceived by the influx of new, younger clients now considering professional advice for the first time.”

Following are some key findings of the 2025 study:

• Artificial intelligence (AI) must drive lead generation and personalization: AI is the top technology in which advisors believe their firms should be investing, with 35% of advisors selecting it as the top priority for increased tech investment by the firm. As they are prioritizing AI use cases, firms should strongly consider areas such as lead generation and personalized client marketing and nurturing tools that early-career advisors highlight as areas of underinvestment. Overall satisfaction and brand advocacy scores also are significantly higher among advisors using AI tools.
• Younger advisors find brand image lacking: When asked to describe their firm’s culture, just 20% of advisors under age 40 said their firm was conscious of its public brand image, substantially trailing perceptions among older advisors (age 40-64), 35% described their firm as brand conscious. Fostering a trusted and relevant brand remains fundamental to a firm’s value proposition, especially among younger advisors who are building a practice and are not yet able to rely on existing client referrals to generate new business.
• Social media support for advisors needs improvement: Among top marketing support priorities, younger advisors place a significant emphasis on social media, advisor websites and search engine optimization rather than advisors with longer career tenure who are more focused on webinars and in-person events/seminars. Social media stands out as the only area of marketing support that early career advisors rank among the most important, as 45% selected it as a priority for investment. However, these advisors rate current firm support as below average, with just 32% saying support is “very valuable.”

Study Rankings

Among employee advisors, Stifel ranks highest in overall satisfaction for a third consecutive year, with a score of 819. Edward Jones (729) ranks second and Raymond James & Associates (722) ranks third. 

Among independent advisors, Commonwealth ranks highest in overall satisfaction for a 12^th consecutive year, with a score of 834. Raymond James Financial Services (741) ranks second, and Cambridge (686) ranks third.

The U.S. Financial Advisor Satisfaction Study measures satisfaction among both employee advisors (those who are employed by their broker dealer) and independent advisors (those who are affiliated with a broker-dealer but operate independently) based on six key dimensions (in alphabetical order): compensation; firm leadership and culture; operational support; products and marketing; professional development; and technology.

The 2025 study is based on responses from 3,698 employees and independent financial advisors and was fielded from December 2024 through April 2025.

For more information about the U.S. Financial Advisor Satisfaction Study, visit https://www.jdpower.com/business/financial-advisor-satisfaction-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info