2025 U.S. Retirement Plan Digital Experience Study Findings

This report presents the findings of the J.D. Power 2025 U.S. Retirement Plan Digital Experience Study, which assesses customer satisfaction with retirement plan websites and mobile applications. The study reveals that 62% of users prioritize account security over convenience, indicating a significant shift in user preferences towards enhanced security measures. Satisfaction scores increase notably when users perceive security measures as effective. The report highlights a considerable performance gap among different providers, with a 103-point difference between the highest and lowest-rated digital experiences. Additionally, it notes that 45% of users experience issues with the integration of digital services across channels, and 61% feel that digital solutions lack proactive guidance and support. The study ranks Bank of America highest in digital satisfaction, followed by Vanguard and Ascensus. The findings are based on responses from 7,151 retirement plan participants collected between May and June 2025.