The evaluation assesses client satisfaction with the mortgage servicing process in six key areas, ranked by importance: level of trust; ease of doing business; information and education provided; customer service; problem resolution; and digital channels.
The 2025 study gathers data from 15,912 customers who have been with their current mortgage servicer for at least one year, covering responses from the past year.
“There is a noticeable disparity in the mortgage customer journey, as reflected in the current scenario where satisfaction with mortgage origination is at a peak while satisfaction with mortgage servicing is at an all-time low,” stated Bruce Gehrke, senior director of lending intelligence at J.D. Power.
“Economic factors play a significant role in this trend. With high rates, decreased volumes, financial strain on consumers, and challenges in maintaining customer engagement and personalization in servicing, the industry faces potential hurdles in loyalty and advocacy metrics when market volumes increase,” Gehrke added.
The overall customer satisfaction rating for mortgage servicers stands at 596 on a 1,000-point scale, showing a 10-point decrease from the previous year. Satisfaction levels dropped across all aspects of measurement in the past year, according to the study.
This decline contrasts sharply with the rising satisfaction levels in mortgage origination, which reached an average score of 727 in J.D. Power’s 2024 U.S. Mortgage Origination Satisfaction Study.
Communication gaps are identified as a major factor affecting customer satisfaction, with only 31% of mortgage customers finding their servicer’s messages engaging. However, personalized communication seems to yield better results, with personalized alerts being the most effective. Overall communication ratings saw a 5-percentage point decrease since 2022, with only 32% of respondents giving high marks in this area.
Increased escrow costs are contributing to dissatisfaction, as 57% of mortgage servicer customers reported higher escrow expenses (such as property taxes and insurance) this year. Consequently, clients who experienced an escrow cost increase were, on average, 67 points less satisfied compared to those who did not encounter any changes.
Rocket Mortgage secured the top ranking among mortgage servicers with a score of 685. Guild Mortgage (677) claimed the second spot, followed by Regions Mortgage (656) at third place.