American Express tops credit card mobile app satisfaction study for third straight year

Amex tops J.D. Power’s mobile app survey across all categories

American Express Canada’s mobile app scored highest across all metrics in J.D. Power’s mobile app survey, earning an impressive 692 points (on a 1,000-point scale), more than 20 points higher than runner-up, Tangerine.

Here’s the top three:

• American Express: 692
• Tangerine: 669
• TD: 640

J.D. Power’s Canada Credit Card Mobile App Satisfaction Study surveys thousands of credit card customers across four key categories: navigation, visual appeal, speed and information/content, with American Express earning the highest score across all four,

The study points to several improvements Amex has made to its mobile app experience as key to the company’s three-peat:

• New rewards hub: Consolidated redemption options in one place
• Streamlined authentication: Integrated verification for faster account access
• Enhanced payments: Redesigned interface for simpler transaction management

"Being celebrated by J.D. Power for the third year in a row showcases the power of our strategy and the substantial investments we've made to elevate the Cardmember experience,” said Brett Mooney, President & CEO, American Express Canada, in a news release. ”We are thrilled to set a high standard for mobile across the industry and even more excited about our unwavering commitment to surpass our Cardmembers' expectations."

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Mobile apps becoming homogenized

Amex’s win comes at an interesting crossroads for credit card mobile apps. According to J.D. Power, bank and credit card mobile apps are delivering “remarkably similar user experiences,” with the gap between best and worst performers shrinking to its lowest levels ever.

“Banks and credit card companies have reached an inflection point in their digital transformation journeys,” said Sean Gelles, senior director of banking and payments intelligence at J.D. Power. “They’ve spent years refining their apps and websites to deliver maximum functionality within the limits of their existing tech platforms.”

But that sameness appears to appeal to Canadian consumers. Overall credit card app satisfaction increased by 22 points industry-wide, indicating banks have mastered the basics of app functionality, creating competent platforms that meet minimum customer expectations but failing to create memorable or distinctive experiences that drive brand loyalty.

The result? A digital experience that’s “predictable and consistent, but unmemorable from one brand to the next,” according to the study.

American Express triumphs in Money.ca Credit Card Awards

Securing top spot in the latest J.D. Power Credit Card Mobile App Satisfaction Study follows on the bank’s impressive performance in the latest edition of the Money.ca Credit Card Awards. The American Express Cobalt Card took top spot as Canada’s best credit card overall, retaining its place with the only 5-star score in the category. The Cobalt also finished runner-up in the best dining card category.

Additionally, the SimplyCash Preferred Card and Platinum Card earned top three honours across several categories, including best welcome bonus, best travel card, best cash back card, best gas card and best grocery card. The Amex Business Gold Rewards Card won as best business card in Canada

Browse all the winners in the 2025 Money.ca Credit Card Awards

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What’s next for mobile apps?

The digital banking landscape in Canada has reached a plateau of competency, where sameness results in a consistently strong and accessible interface. But the novelty and warpspeed rollout of AI means Canadians can anticipate even more changes to apps this year.

“As customers become more familiar with technologies like generative artificial intelligence and other advanced tools in their daily lives, financial institutions will need to raise the bar to keep pace with rising expectations,” Gelles noted.

Expect to see AI-powered personalized spending insights that go far beyond basic categorization, offering recommendations such as, "Based on your spending patterns, switching to our no-fee dining card would save you $240 annually." These tailored insights offer the potential to help cardholders maximize rewards based on actual habits, not generic spending categories.

The banks that successfully integrate AI technologies while maintaining security and ease of use will likely pull ahead of the increasingly uniform pack.

About J.D. Power

J.D. Power, a global leader in consumer insights with over 50 years in the industry, bases its rankings on comprehensive surveys of thousands of credit card customers across Canada. The company maintains offices throughout North America, Europe and Asia Pacific, providing market intelligence across major industries.

Sources

1. Newswire: American Express Ranks No. 1 in Canada for Credit Card Mobile App Satisfaction for Third Year in a Row (June 5, 2025)