The Importance of Customer Satisfaction in Mortgage Servicing
Customer satisfaction with the mortgage servicing experience is crucial, with six key areas being measured in terms of importance: level of trust, ease of doing business, communication, customer service, problem resolution, and digital channels.
Based on responses from 15,912 customers who have been with their current mortgage servicer for at least one year, the 2025 study reveals concerning trends in customer satisfaction.
Bruce Gehrke, senior director of lending intelligence at J.D. Power, highlights a significant gap in the mortgage customer journey, where satisfaction with mortgage origination is high while satisfaction with mortgage servicing is at an all-time low.
The overall customer satisfaction score for mortgage servicers has decreased to 596 points, down 10 points from the previous study. This decline is seen across all areas of measurement.
Communication gaps are identified as a major factor contributing to lower customer satisfaction, with only 31% of customers feeling engaged by their servicer’s messages. Personalization in communication is key, with personalized alerts being the most effective.
Escrow cost increases are also impacting satisfaction levels, with 57% of customers experiencing higher costs this year. Overall satisfaction is significantly lower among those affected by increases.
In terms of rankings, Rocket Mortgage leads the way with a score of 685, followed by Guild Mortgage at 677 and Regions Mortgage at 656.