U.S. Mortgage Servicer Digital Satisfaction Study
Improve Every Digital Touchpoint in the Mortgage Servicing Journey
The Mortgage Servicer Digital Satisfaction Study is a comprehensive benchmark of digital experiences across the 35 largest U.S. mortgage servicers—spanning onboarding, application, account management, and ongoing servicing.
What the Study Measures
The Benchmark for Digital Mortgage Servicing
Evaluates digital experience across four core dimensions:
• System performance including speed, security, and login
• Design including navigation and visual appeal
• Information available to the borrower
• Tools and capabilities of digital platforms
Tracks:
• Borrower interactions across onboarding and servicing lifecycle
• Digital account management and ongoing servicing behavior
• Performance across web and mobile servicing channels
Includes:
• Expert UX evaluations of functionality and design
• 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.
How It Works
How the Mortgage Servicer Digital Study Works
• Evaluates borrower experience across digital servicing channels
• Measures usability, functionality, and performance across web and mobile
• Captures interactions across onboarding, account management, and servicing
• Links digital experience to efficiency, satisfaction, and retention
Core Strengths
Faster Service, Lower Friction
• Identifies expectations for seamless digital servicing
• Highlights impact of digital UX on lender choice
• Reveals friction in web and mobile workflows
• Shows how digital adoption improves efficiency and loyalty
Business Impact
Reduce Costs, Improve Retention
• Benchmarks digital performance against top competitors
• Reduces abandonment across servicing workflows
• Improves digital self-service and communication clarity
• Aligns investments with borrower expectations and UX standards
• Strengthens trust through intuitive digital tools
Key Dates
2026
Field Start: June 2026
Publish: September 29, 2026
Press Release: October 13, 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 Advancing Digital Servicing
• Digital experience leaders
• Technology and product owners
• Mortgage servicing operations
• Customer experience executives
• Marketing and brand teams
• Digital strategy leaders
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.
