Press Release

J.D. Power Mobile App Certification to Help Consumers Identify Best Mobile Customer Experience

Bank of America Becomes First Company to Achieve Certification

COSTA MESA, Calif.: 4 Jan. 2018 — Building on the trust consumers and brands have put in J.D. Power studies for decades, the marketing data and analytics company today announced the J.D. Power Mobile App Certification ProgramSM to recognize brands that provide an exceptional mobile app experience.

This exclusive program reflects the commitment and dedication of select brands to provide their customers with a mobile app experience that meets today’s consumer expectations.

“The Mobile App Certification Program will assist consumers who are looking for an exceptional mobile app experience,” said Bob Neuhaus, Senior Director of Banking and Credit Card at J.D. Power. “Certified brands also will benefit by leveraging the J.D. Power brand and promoting their organization’s commitment to an outstanding mobile app customer experience.”

Bank of America is the first organization to achieve J.D. Power Mobile App Certification powered by Centric Digital.

“With 24 million mobile customers and growing, we remain committed to delivering solutions that make it easier for our clients to manage their financial lives as an extension of their daily digital activities,” said Michelle Moore, head of digital banking at Bank of America. “Receiving the J.D. Power Certification is a testament to this commitment and we’re pleased that with more than two million apps on the market, we’re the very first app to accomplish certification on behalf of our customers.”

As the first qualification criterion, brands must rank among top performers in the most recent J.D. Power North American Mobile App Satisfaction IndexSM.  Benchmark rankings are based on overall customer satisfaction with the mobile app experience for 259 brands across 11 industries.

In addition, qualifying brands must pass a rigorous evaluation of 250 mobile app experience and operational best practices conducted by J.D. Power in collaboration with Centric Digital. The 250 are a subset of Centric Digital’s DIMENSIONS, a classification system comprised of more than 3,000 digital best practices called “classifiers” and used by industry leaders to benchmark digital performance. These mobile best practices include, but are not limited to, navigation design; messaging & notifications; mobile channel management; app store performance; user interface design; and digital process and governance.

Once certified, a brand is permitted to market its achievement for 12 months with such marketing tools as a J.D. Power Mobile App Certification trophy, online marketing collateral and in-store merchandise displays. Certified brands also will be listed on for consumers to search while shopping.

For additional program information visit

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Centric Digital provides the industry leading solution to measure and navigate digital transformation. The firm’s digital experts design multi-year digital transformation strategies, roadmaps, and investment plans powered by insights from its proprietary platform. The platform is comprised of a classification system that tracks digital best practices and benchmarks companies across multiple dimensions of digital, including experiences, channels, products, platforms, processes, and people. Centric Digital is headquartered in New York City, with offices in San Francisco, Chicago and Mendoza. To learn more, visit

Media Relations Contact
Geno Effler; J.D. Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

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