J.D. Power Reports Declining Customer Satisfaction with U.S. Mortgage Servicers
Mortgage servicers in the U.S. are experiencing significantly lower customer satisfaction ratings compared to mortgage originators, according to a 2025 J.D. Power survey. Customer satisfaction with mortgage servicers averaged 596 on a 1,000-point scale, marking a decline from the previous year and falling 131 points short of the 727 rating given to mortgage originators in the same period. This gap highlights ongoing challenges within mortgage servicing amid a complex economic environment.
The distinction between mortgage originators and servicers lies in their roles, with originators managing loan acquisition and servicers handling the loan administration post-closing. Industry analysis suggests economic pressures such as elevated interest rates, reduced loan volumes, and strained consumer financial health are influencing servicer performance and consumer perceptions. The servicing segment is currently struggling to maintain customer engagement and provide personalized experiences, which could introduce future risks as loan volumes are expected to increase.
Top mortgage servicers by customer satisfaction include Rocket Mortgage, Guild Mortgage, Regions Mortgage, Chase, Bank of America, and U.S. Bank, all scoring between 640 and 685. Notably, Navy Federal Credit Union recorded the highest rating but was excluded from award eligibility due to its membership restrictions. The findings reflect that high communication standards remain elusive, with only 32% receiving top marks, down 5% from 2022.
Customer loyalty appears closely tied to service quality factors such as improved customer care, accessible loan information, and flexible payment options. A key financial stressor impacting consumer satisfaction is the increase in escrow costs—fees incorporated into mortgage payments for property taxes and insurance—which 57% of respondents experienced. Those affected by escrow hikes reported significantly lower satisfaction scores, underlining the financial sensitivity connected to mortgage servicing experiences.
The J.D. Power survey, conducted over 12 months ending in May 2025, included nearly 16,000 mortgage loan servicer customers with at least one year of tenure. The data provides critical insights for lenders, servicers, and insurers about customer expectations, operational areas for improvement, and the potential aftermath of current economic conditions on mortgage servicing relationships and market dynamics.