Mortgage servicers are falling short on homeowner satisfaction, with customer ratings well below those of mortgage originators, according to survey results released Thursday by J.D. Power.
The consumer intelligence company found that on a 1,000-point scale, overall customer satisfaction with mortgage servicers averaged just 596. That is 10 points lower than last year’s poll and 131 points behind the 727 rating for mortgage originators in a similar poll conducted in 2024.
A mortgage originator is the person or entity that helps borrowers obtain a loan. A servicer is the company that handles the ongoing administration of the loan after closing.
Bruce Gehrke, senior director of lending intelligence at J.D. Power, noted that “satisfaction with mortgage origination is reaching record highs at the same time that satisfaction with mortgage servicing is reaching all-time lows.” He said this disparity is partly due to the current state of the economy, though servicers could do more to regain consumer trust.
“Rates are still high, volumes are down, consumer financial health is strained and the industry is struggling to maintain high levels of customer engagement and personalization throughout the servicing experience,” Gehrke stated in a press release. “However, without delivering on important loyalty and advocacy metrics, servicers could be headed for some challenges down the road when volumes pick back up again.”
Detroit-based Rocket Mortgage — whose parent company is expected to finalize a $9.4 billion acquisition of loan service provider Mr. Cooper Group in the fall — led all servicers in the 2025 J.D. Power poll with a score of 685. It was followed by Guild Mortgage at 677, Regions Mortgage at 656, Chase at 650, Bank of America at 649 and U.S. Bank at 640.
The report noted that Navy Federal Credit Union would have topped the list with a 770 rating, but it was not eligible for J.D. Power’s awards criteria because its membership is confined to individuals affiliated with the U.S. military and their families, not the general public.
The J.D. Power survey was conducted during a 12-month period ending in May 2025. It includes responses from 15,912 customers who have been with their current mortgage loan servicer for at least one year.
Overall, just 32% of customers gave their mortgage servicing company a high communication rating, which is down 5% from 2022.
When asked why they would switch mortgage companies, 51% of survey respondents cited improved customer service; 36% cited easy access to loan information; and 27% said more flexible ways to make a mortgage payment is a top reason to switch.
But oftentimes, customer satisfaction just comes down to money.
J.D. Power reported that 57% of mortgage servicer customers experienced a hike in escrow costs this year, which are the fees rolled into mortgage payments that include annual property taxes and homeowners insurance. The survey found that overall customer satisfaction is an average of 67 points lower among people who experienced an escrow cost increase versus those who did not.
