Account Security Trumps Convenience Among Retirement Plan Websites, Apps: J.D. Power
Enhanced security is one of the most critical pieces of the retirement plan digital experience—and clearly is now more important to users than convenience, according to the J.D. Power 2025 U.S. Retirement Plan Digital Experience Study, released today.
Sixty-two percent of retirement plan website and app users say security is more important than convenience regarding their overall digital experience. The study found account security is now one of the biggest drivers of overall customer satisfaction with retirement account digital tools, alongside core usability and design features such as visual appeal, navigation and speed.
“When it comes to protecting their nest eggs, retirement plan account holders are willing to accept extra authentication steps and actively seek signs of strong data security,” said Kapil Vora, senior director of wealth intelligence at J.D. Power. “Importantly, when account security falls short, satisfaction plummets. Ease of navigation and a seamless experience still matter, but demand for strong data security is rising, even if it requires a longer log-in process.”
J.D. Power found satisfaction scores rise 52 points (on a 1,000-point scale) when users rate account security measures as “very effective.”
The U.S. Retirement Plan Digital Experience Study was redesigned for 2025 to measure customer satisfaction with retirement plan websites, mobile websites and mobile apps across four factors (in order of importance): design, system performance, tools/capabilities and information content. The 2025 study is based on responses of 7,151 retirement plan participants and was fielded from May through June 2025.
More findings of the 2025 study:
- Work needed on seamless and consistent user experience: Nearly half (45%) of retirement plan website and mobile app users say their digital experiences are not well integrated across channels, citing issues with information flow and consistent look and feel.
- Opportunity for improved proactive guidance and support: 61% of retirement plan participants say digital solutions fall short in this area. Stronger proactive guidance can drive deeper engagement with plan providers, extending beyond routine website or app tasks.
Study rankings
There was a wide gap between highest-performing and lowest-performing digital offerings, with 103 points separating the highest-performing and lowest-performing websites and mobile apps evaluated in the study.
Bank of America (including Merrill) ranks far and away the highest in retirement plan digital satisfaction with a score of 747, while the rest of the top five were all within 10 points of each other. Vanguard (717) ranks a distant second and Ascensus (712) ranks third. Corebridge Financial (711)—which unveiled the next generation of its retirement plan digital experience back in February—ranked fourth. Charles Schwab (709) rounds out the top five. The study average was 690.
For more information about the U.S. Retirement Plan Digital Experience Study, visit https://www.jdpower.com/business/retirement-plan-digital-experience-study.
SEE ALSO:
• New Digital Experience for Corebridge Retirement Plan Participants
• Nationwide Unveils Digital Experience
• Retirement Plans Still Lag in Digital Experience: J.D. Power
Veteran financial services industry journalist Brian Anderson joined 401(k) Specialist as Managing Editor in January 2019. He has led editorial content for a variety of well-known properties including Insurance Forums, Life Insurance Selling, National Underwriter Life & Health, and Senior Market Advisor. He has always maintained a focus on providing readers with timely, useful information intended to help them build their business.
