Canada’s banking and credit card apps are in solid shape overall, but the AI chatbots built into them still hit a wall when it comes down to solving real problems. That’s the gist of a fresh round of annual JD Power studies out this week, which measured how happy Canadians are with their banks’ mobile apps and websites.
In a nutshell the core app experience is good, as logins are fast, the designs are relatively modern, and navigation is easy. Where it breaks down is when you actually need help with something harder, like disputing a charge or reporting fraud. That’s exactly where the AI virtual assistants tend to leave people stranded in self-service loops.
“AI-powered virtual assistants are becoming a more prominent feature across banking apps in Canada, and customers are clearly open to using them for everyday financial questions and simple transactions,” said Jennifer White, managing director of financial services intelligence at JD Power, in a statement to iPhone in Canada this week.
“But the data also shows a hard ceiling: when situations become complex, especially around fraud or urgent account issues, these systems still struggle to deliver effective resolution. The next phase in the evolution of this technology isn’t about adding more automation but rather designing better handoffs to human support before customers get stuck in frustrating self-service loops.”
When people felt the virtual assistant was useful, their overall satisfaction landed a full 160 points higher than the industry average (out of their 1,000-point scale). But that satisfaction dropped the moment users tried to fix a real problem, dispute a charge, or flag fraud. And the people leaning on these assistants skew younger and more tech-forward, with usage concentrated among Gen Z (19%) and Millennials (13%).
JD Power also ranked the best banking apps on mobile and the best credit cards on mobile too. Check out the winners below:
Best banking apps (mobile)
The study average was 678, so TD edged out the win. Scotiabank (666) and BMO (664) landed below the average.
Best credit card apps (mobile)
Tangerine ranked 63 points above the 674 average. Rounding out the field: BMO (672), PC Financial (669), National Bank of Canada (668), Desjardins (667), Capital One (657), and CIBC (653) in last.
CIBC took top spot for online banking for the second year in a row at 680, ahead of RBC (673) and BMO (672). For online credit card sites, National Bank of Canada led at 699, followed by American Express (693) and Desjardins (683).
The studies are based on responses from 10,167 retail bank and credit card customers, collected between January and March 2026.
What’s your favourite banking app right now in Canada? Do you agree with the results from JD Power?
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