Tagged: J.D. Power

January 27, 2026 @ 8:24 am By Tony Zerucha  |  

According to a new report from J.D. Power, insurers’ top three pressures for 2026 are digital engagement, rate pressure, and customer retention. After five years of unprecedented volatility, insurers are beginning to see the consequences of gradual, but consistent premium hikes. Faced with bigger bills,… Read More

December 10, 2025 @ 7:54 pm By Tony Zerucha  |  

According to the inaugural J.D. Power U.S. Mortgage Servicer Digital Experience Study, slower industry-wide adoption of mobile apps produces 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… Read More

December 9, 2025 @ 3:23 pm By Tony Zerucha  |  

According to the J.D. Power 2025 U.S. Wealth Management Digital Experience Study, 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… Read More

December 8, 2025 @ 3:09 pm By Tony Zerucha  |  

According to data collected by J.D. Power, insurance customers are keeping an open mind when it comes to AI’s role in their overall experience. However, while customers do have an open mind about its use, that doesn’t mean there aren’t concerns about how insurance companies… Read More

December 7, 2025 @ 7:58 pm By Tony Zerucha  |  

According to the J.D. Power 2025 U.S. Claims Digital Experience Study, customer satisfaction surges when the claims process is managed digitally, but most customers still find themselves needing to go offline to manage key steps along the way. “Across the insurance claims workflow, from first… Read More

December 7, 2025 @ 5:17 pm By Tony Zerucha  |  

According to the J.D. Power 2025 U.S. Financial Protection Satisfaction Study, 23% of bank customers and 29% of credit card customers have not taken any security measures, such as reviewing their accounts, updating passwords or adding multi-factor authentication to their accounts in the past 90… Read More

December 6, 2025 @ 4:57 pm By Tony Zerucha  |  

According to the J.D. Power 2025 U.S. Small Business Credit Card Satisfaction Study, the year-over-year improvement in customer satisfaction is highest among financially unhealthy small businesses for whom credit cards and their rewards programs have become critical business tools. “Merchants report few macroeconomic differences in the… Read More

September 16, 2025 @ 8:50 am By Tony Zerucha  |  

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… Read More

September 9, 2025 @ 8:35 pm By Tony Zerucha  |  

As struggling consumers increasingly seek guidance on a wide range of financial topics from budgeting to investing, many are turning to artificial intelligence (AI) tools for help. A J.D. Power study also found that with prices on consumer goods increasing at the fastest rate in five… Read More

August 17, 2025 @ 4:12 pm By Tony Zerucha  |  

According to the J.D. Power 2025 U.S. Credit Card Satisfaction Study, 53% of cardholders are currently carrying revolving debt, and 56% are classified as financially unhealthy. While these percentages have risen and fallen during reporting waves of the 2025 study, the result is a bifurcation… Read More

May 30, 2025 @ 8:06 am By Tony Zerucha  |  

According to a series of recent studies of bank and credit card mobile app and online users, released today by J.D. Power, the gap between best-performing and lowest-performing apps and websites has shrunk to its lowest level to date, providing customers a highly consistent but… Read More

May 5, 2025 @ 12:18 pm By Tony Zerucha  |  

According to the JD Power 2025 U.S. Direct Banking Satisfaction Study, overall customer satisfaction with direct bank checking accounts is 692 (on a 1,000-point scale), which is 24 points higher than the average regional bank and 35 points higher than national banks. Savings account satisfaction… Read More

April 12, 2025 @ 11:16 am By Tony Zerucha  |  

Recent research from J.D. Power shows most retirement plan providers offer a poor digital experience to their customers. J.D. Power’s 2024 U.S. Retirement Plan Digital Experience Study is available here. Just 21% of retirement websites and mobile apps are living up to customer expectations for… Read More

March 24, 2025 @ 4:51 pm By Tony Zerucha  |  

According to the redesigned J.D. Power 2025 U.S. Investor Satisfaction Study, younger, value-conscious do-it-yourself (DIY) investors who were supposed to drive the transformation of the industry are actively seeking the guidance of live professional advisors in an increasingly uncertain economy. “For younger generations of investors who’ve… Read More

February 7, 2025 @ 11:04 am By Tony Zerucha  |  

According to a new J.D. Power report, more small business owners apply surcharges to customer purchases when using debit and credit cards, digital wallets, BNPL and cryptocurrency. The J.D. Power 2025 U.S. Merchant Services Satisfaction Study found that 34% of merchants are adding fees for… Read More

December 22, 2024 @ 12:48 pm By Tony Zerucha  |  

Customers of the nation’s largest national bank brands have higher levels of confidence that they can meet their financial needs and support them in challenging times, which helps to improve customer satisfaction and increase trust. According to the J.D. Power 2024 U.S. National Banking Satisfaction… Read More

December 21, 2024 @ 5:36 pm By Tony Zerucha  |  

The following was provided by J.D. Power: As we approach the end of the year, the major storylines that have developed in the credit card industry are creating ripple effects through the entire financial landscape. Even as inflation has dropped to its lowest level since February… Read More

December 8, 2024 @ 10:23 pm By Tony Zerucha  |  

Insurers have learned that investments in app development pay off in happy customers, the J.D. Power 2024 U.S. Claims Digital Experience Study reveals. Auto and home insurers have spent the past year adding dozens of new features and refinements to their mobile apps, such as… Read More

November 5, 2024 @ 2:38 pm By Tony Zerucha  |  

According to the J.D. Power 2024 U.S. Small Business Banking Satisfaction Study released this week, overall customer satisfaction among small business owners has surged 20 points (on a 1,000-point scale) this year as economic outlooks continue to improve, and banks have stepped up their game… Read More

October 27, 2024 @ 5:51 pm By Tony Zerucha  |  

A new report from J.D. Power analyzes if mortgage customers are prepared for AI-powered chatbots. The signs are encouraging. Artificial intelligence (AI) is here to stay. Three-fourths of business leaders say they are planning to escalate their AI investments as they see its potential to redefine… Read More