Satisfaction with Mortgage Servicers Improves as Financial Pressures Mount, JD Power Finds
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Overall customer satisfaction with mortgage servicers has increased slightly this year as servicers improve key aspects of the customer experience, including digital experiences, communication around escrow and fees and issue resolution.
In its U.S. Mortgage Servicer Satisfaction Study, survey firm JD Power, Troy, Mich., said customer satisfaction increased 11 points on a 1,000-point scale.
The gains come as customers continue to face financial pressures, with nearly six in 10 classified as financially vulnerable, stressed or overextended, indicating that a strong servicing experience is a key advantage for lenders looking to support customers, retain relationships and capture future lending opportunities.
“The servicing industry is entering a trust economy where the customer relationship after origination is more important than ever. In a locked-in housing market, mortgage servicers are increasingly succeeding at the moments that matter most by building trust through stronger communication, more transparency and improved digital experiences,” said Bruce Gehrke, senior director of lending intelligence at JD Power.
Gehrke noted servicers have an opportunity to turn higher satisfaction into lasting customer loyalty and retention. “Servicers that continue to support customers through financial uncertainty and deliver a trusted experience will be best positioned to earn their business when the market shifts,” he said.
Key findings of the 2026 study include:
Higher satisfaction is not a comfort signal: Overall customer satisfaction with mortgage servicers increased 11 points to 607 this year, signaling an opportunity beyond improved customer sentiment. With 86% of borrowers indicating they “probably will” or “definitely will” reuse their current lender, and 86% also saying they have not explored refinancing or borrowing alternatives in the past 90 days, mortgage servicers have an opportunity to strengthen retention and future recapture efforts. However, that loyalty must be earned before the market reopens, making today’s servicing experience a critical driver of future lending relationships.
Financial strain rises: The overall financial health1 of borrowers is deteriorating, with just 41% currently classified as financially healthy, down from 52% in 2022. Additionally, 16% of borrowers say they have incurred a mortgage late fee in the past 12 months, up from 14% four years ago, and 30% of borrowers believe they are at risk of foreclosure, up from 17% four years ago.
Escrow changes and servicer-imposed fees become new trust battleground: As taxes, insurance costs and escrow payments continue to rise, escrow has become a key component of the customer experience where insurance and tax payment transparency can either build or erode trust. Of the 75% of mortgage servicer customers who have escrow accounts, more than half (58%) said they experienced an escrow payment increase this year. While clarity around payment changes is improving, customers still need better tools and explanations to understand why costs change. In addition, those who receive clear explanations for basic servicing fees are significantly more likely to rate trust as “excellent/perfect” (+35 percentage points) and say they “definitely will” reuse their lender (+33 percentage points).
Poor customer service is the biggest driver of exit risk: The same experience factors that drive reuse also determine why customers switch servicers. Strong self-service capabilities (62%), quality customer service (62%) and easy payment options (61%) are the top drivers of customer loyalty, while poor customer service (43%), high interest rates (33%) and self-service difficulty (20%) are the leading reasons that customers consider switching servicers.
JD Power said Chase ranked highest among mortgage servicers with a score of 694. Rocket Mortgage (690) ranked second and Bank of America (672) ranked third.
