U.S. Mortgage Origination Satisfaction Study
See What Drives a Better Borrower Experience
The Mortgage Origination Satisfaction study evaluates recent mortgage customers’ satisfaction with the largest U.S. mortgage originators across the full loan journey.
What the Study Measures
The Benchmark for Mortgage Origination Experience
Evaluates borrower experience across six core dimensions:
• Communication throughout the origination process
• Digital channels supporting application and documentation
• Level of trust in the lender
• Loan offering meeting borrower needs
• Ease of doing business across the process
• People including loan officers and support teams
Tracks:
• Shopping, application, approval, and closing experiences
• Rates, fees, onboarding, and communication
• Trust, brand perception, and Net Promoter Score
Includes:
• Annual rankings and opportunity to license awards
• Customized executive presentation and strategy session with data-driven, actionable recommendations.
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs.
• In-year wave reporting to track performance trends and movement across key measures.
How It Works
How the Mortgage Origination Study Works
• Captures borrower experience across the full mortgage journey
• Measures satisfaction from application through approval and closing
• Evaluates communication, trust, digital tools, and lender support
• Links experience to referrals, loyalty, and repeat business
Core Strengths
Smoother Process, Stronger Trust
• Identifies importance of transparent communication and digital efficiency
• Reveals where friction reduces borrower satisfaction and loyalty
• Highlights role of digital tools in lender selection
• Shows how strong experience drives referrals
Business Impact
Turn Borrower Insight Into Growth
• Benchmarks against national and regional peers
• Identifies improvement areas in application, approval, and closing
• Optimizes digital channels for faster completion
• Strengthens trust and transparency across touchpoints
• Improves referral and repeat business through better experiences
Key Dates
2026 Mortgage Origination Satisfaction Study Milestones
Field Start: September 2025
Wave 1-2 Publish: May 12, 2026
Wave 3 Publish: August 5, 2026
Wave 4 Publish: November 5, 2026
Press Release: November 10, 2026
Press Release & Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Who should use it
Designed for Leaders Transforming Lending Experience
• Mortgage operations leaders
• Customer experience executives
• Digital and technology product owners
• Marketing teams
• Retail lending executives
• Loan officer leadership
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
