A new study from J.D. Power on Canadian banking apps found that they are mostly the same and have missed potential for AI integration.
The study covered mobile and online banking, alongside credit cards and online credit card satisfaction. J.D. Power aimed to track overall customer satisfaction with the mobile and online offerings from banks and credit card companies. The study ranked the institutions on a scale of 1000 and saw Canadians feeling overall satisfied with their digital banking experience and positive reactions to multi-factor authentication.
It is also noted that AI and virtual assistants fell flat in 2025, not meeting customer expectations. Mobile satisfaction was flat compared to 2024, but online satisfaction was up by 17 points. It is a similar story with credit cards, as credit card apps jumped 22 points, while online credit card services only jumped 8 points compared to 2024.
Satisfaction
Image credit: J.D. Power
Within mobile and online banking, CIBC takes the top spot with the highest rating in terms of customer satisfaction. Ranked on a scale of 1000, CIBC scored a 650 in online banking satisfaction, with BMO and RBC behind them with 645 and 632.
The study average for online banking was a 630. In terms of mobile app satisfaction, CIBC scored a 641, with TD sitting exactly 10 points behind them. Scotiabank did not fare well with customers in 2025, as the study notes that they were below the study average in both categories, with a 622 and 626, respectively.
Image credit: J.D. Power
American Express took the top spot in the credit card mobile app survey, with a score of 692, sitting 65 points above the survey average. Tangerine Bank and TD followed right behind them, with scores of 669 and 640. Tangerine scored the highest with online credit card satisfaction, scoring a 655. PC Financial was 13 points behind them in second, followed by American Express with a 641.
The study averages for credit cards were 627 for mobile app satisfaction and 626 for online satisfaction.
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