Bank servicers lead mortgage-focused servicers in overall consumer satisfaction with websites and mobile apps, with customers seeking easy access to account management and an organized layout, according to a new survey by JD Power.
Overall satisfaction with bank servicer apps averaged 736 on a 1,000-point scale, compared with 680 for mortgage-focused servicer apps, according to the survey. Overall satisfaction with bank websites was 740 compared to 704 for mortgage servicer sites.
When account management is easy to access and the layout is more organized than other websites or apps, 92% of bank servicer website users and 91% of bank servicer app users said they definitely will continue using the channel, JP Power said. Those figures fell to 59% and 54%, respectively, when neither condition was 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,” said Jon Sundberg, director of digital solutions at JD 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.”
