U.S. Mortgage Servicer Satisfaction Study
Get a Clear View Into the Experience That Shapes Long-Term Homeowner Loyalty
The Mortgage Servicer Satisfaction Study is a benchmark of homeowner satisfaction with the 30+ largest U.S. mortgage servicers—revealing where servicers meet expectations and where critical improvements are needed across billing, escrow, digital channels, and customer support.
What the Study Measures
End-to-End Insights Into the Mortgage Servicing Experience
Evaluates servicing experience across six core dimensions:
• Digital channels and self-service tools
• Ease of doing business with the servicer
• Communication and ongoing education
• Trust in the servicer
• People and service interactions
• Problem resolution and issue handling
Tracks:
• New customer onboarding and orientation
• Billing, payment, and escrow management
• Channel activity and communication patterns
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 Servicer Study Works
• Captures homeowner experience across ongoing servicing interactions
• Measures satisfaction across billing, escrow, communication, and support
• Evaluates digital and human servicing touchpoints
• Links experience to trust, retention, and long-term loyalty
Core Strengths
Better Service, Stronger Loyalty
• Identifies borrower expectations across servicing interactions
• Reveals gaps in communication, trust, and support
• Highlights friction in billing, escrow, and servicing processes
• Shows opportunities to improve homeowner loyalty
Business Impact
Turn Borrower Insight Into Loyalty
• Benchmarks against national and regional competitors
• Identifies improvement areas across servicing interactions
• Optimizes communication and servicing workflows
• Strengthens trust and transparency across touchpoints
• Improves long-term borrower loyalty and retention
Key Dates
2026 U.S. Mortgage Servicer Satisfaction Milestones
Field Start: May 2025
Wave 1 Publish: October 2, 2025
Wave 2 Publish: January 8, 2026
Wave 3 Publish: April 7, 2026
Wave 4 Publish: July 15, 2026
Press Release: July 23, 2026
2027 U.S. Mortgage Servicer Satisfaction Milestones
Field Start: August 2026
Wave 1 Publish: October 1, 2026
Wave 2 Publish: January 7, 2027
Wave 3 Publish: April 6, 2027
Wave 4 Publish: July 14, 2027
Press Release: July 22, 2027
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.
Profiled Brands
2027 U.S. Profiled Brands
Amerihome Mortgage
Bank of America
Carrington Mortgage Services
Cenlar
Chase
Citizens Mortgage
CMG Mortgage
CrossCountry Mortgage
Dovenmuehle
Fifth Third Mortgage
Freedom Mortgage
Guild Mortgage
Huntington National Bank
Lakeview
LoanCare
loanDepot
M&T Mortgage
Navy Federal Credit Union*
New American Funding
Newrez
Pennymac
Onity
PNC Mortgage
Regions Mortgage
Rocket Mortgage
Shellpoint Mortgage Servicing
Truist
U.S. Bank
United Wholesale Mortgage
Wells Fargo Home Mortgage
Planet Home Lending
RoundPoint Mortgage
Valon Mortgage
*Profiled but not ranked.
Who should use it
Designed for Leaders Improving Servicing Performance
• Servicing operations leaders
• Customer experience teams
• Digital product and UX teams
• Risk and compliance leaders
• Marketing and brand teams
• Executive 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.
