J.D. Power Now Ranks Brands by Best and Worst Digital Experiences

Posted: 30 January 2020 3:27 pm

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More than 750 brands are now being judged by their digital presence.

J.D. Power introduced a new benchmark for evaluating the digital experience of popular consumer brands on Wednesday. It’s called the Digital Intelligence Benchmark powered by Centric Digital. Because so much of the shopping experience today involves technology, the new scale represents an extension of J.D. Power’s well-known customer satisfaction awards.

Here are the national brands they found that offer the best and worst digital experiences, organized by Finder into the types of products customers frequently look for and compare.

Best mortgage lenders

  • Provident Funding
  • Fairway Independent Mortgage
  • Home Point Financial
  • Homebridge Financial Services
  • Freedom Mortgage
  • Finance of America Mortgage
  • AmeriHome Mortgage
  • Gateway Mortgage Group
  • New Penn Financial (NewRez)
  • PrimeLending

Worst mortgage lenders

  • LoanDepot
  • Mr. Cooper
  • Stearns Home Loans

Best life insurance providers

  • Dearborn National
  • Principal Financial
  • Zurich
  • Allianz
  • Global Atlantic
  • Northwestern Mutual
  • Securian Financial
  • Standard

Worst life insurance providers

  • Primerica
  • Reliance Standard

Best insurers

  • Zurich
  • Aflac
  • Allianz

Worst insurers

  • None

Best banks and credit unions

  • Navy Federal Credit Union

Worst banks and credit unions

  • Flagstar Bank
  • TIAA

Best for investing and wealth management

  • Alliance Benefit Group
  • Principal Financial
  • Allianz
  • American Equity
  • Global Atlantic
  • Northwestern Mutual
  • Securian Financial
  • Standard
  • E-Trade Financial
  • Empower Retirement

Worst for investing and wealth management

  • American Funds
  • TD Ameritrade
  • Raymond James
  • TIAA
  • Waddell & Reed
  • Jackson
  • Merrill Edge
  • Morgan Stanley

Best for wireless phone service

  • None

Worst for wireless phone service

  • Boost Mobile
  • Straight Talk Wireless
  • AT&T
  • Verizon

More than 750 brands were divided up into five groupings of national brands and five groupings of regional brands based on a 0 to 100 scale that signifies where each one stands in relation to more than 250 digital best practices — including website content, ease-of-use, page speed and search engine optimization.

To see how other national and regional brands fared in the new Digital Intelligence Benchmark, check out J.D. Power’s full listing.

“J.D. Power’s syndicated studies reflect a truth of the modern consumer — digital interactions have an increasingly significant effect on overall customer experience,” said Keith Webster, president of global business intelligence at J.D. Power, in announcing the new benchmark. “For example, in a study of leading insurance companies, those that had higher digital intelligence had a higher voice of the customer score as measured by J.D. Power.”

Picture: Getty Images

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