According to the J.D. Power 2025 U.S. Retirement Plan Digital Experience Study, 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 J.D. 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: 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: 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: 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.
Bank of America (including Merrill) ranks highest in 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 plan websites, mobile websites and mobile apps across four factors (in order of importance): design, system performance, tools/capabilities and information content.