Credit unions continue to outperform retail banks in digital banking satisfaction, yet member concerns over mobile app usability have grown.

The overall satisfaction score for credit union digital channels is 715 on a scale of 1,000, which is 45 points higher than retail banks, according to the J.D. Power 2025 U.S. Credit Union Satisfaction Study report, released today. The overall credit union member satisfaction score remains steady from 2024 at 729, according to the report.

However, members are increasingly dissatisfied with their mobile app experiences, according to the report, which measures member satisfaction at the 29 largest U.S.-based credit unions.

Key factors contributing to the drop in member satisfaction with mobile apps include:

• Lack of clear information within the app, particularly for avoiding overdraft fees;
• Limited range of services compared to in-branch or online options; and
• Navigation difficulties, making it harder for users to access key features.

“While digital is a risk for the industry, the study shows that many credit unions are overcoming that challenge,” Dann Allen, senior director of banking and payments intelligence at J.D. Power, said today in a statement.

As credit unions expand their digital offerings, improving mobile app functionality will be crucial to maintaining high member satisfaction and engagement in an increasingly mobile-first world, according to the report.

Register here for the upcoming Bank Automation News webinar “Emerging fintechs: New technologies you need to know now” on Tuesday, April 8, at 11 a.m. EST.