J.D. Power: Customer satisfaction with mortgage servicers is fading

Customer satisfaction with mortgage servicers has plummeted this year, with an average satisfaction score that’s now much lower than the typical score for mortgage originators. That’s according to J.D. Power‘s 2025 U.S. Mortgage Servicer Satisfaction Study, released onThursday.

J.D. Power said the gap comes down to communication and service. While 30-year mortgage rates remain high at roughly 6.8%, that’s not the main reason why customer satisfaction scores for servicers are significantly lower — and declining — compared to those for mortgage originators.

The study measures customer satisfaction with the mortgage servicing experience in six areas, in order of importance: level of trust; makes it easy to do business with; keeps me informed and educated; people; resolving problems or questions; and digital channels.

The 2025 study is based on responses over the past year from 15,912 customers who have been with their current mortgage servicer for at least one year.

“There is a significant disconnect in the mortgage customer journey that’s reflected in the fact that satisfaction with mortgage origination is reaching record highs at the same time that satisfaction with mortgage servicing is reaching all-time lows,” said Bruce Gehrke, senior director of lending intelligence at J.D. Power.

“Part of this is driven by the economy. Rates are still high, volumes are down, consumer financial health is strained and the industry is struggling to maintain high levels of customer engagement and personalization throughout the servicing experience. However, without delivering on important loyalty and advocacy metrics, servicers could be headed for some challenges down the road when volumes pick back up again.”

The overall customer satisfaction score for servicers is 596 (on a 1,000-point scale), down 10 points from the 2024 study. Customer satisfaction with servicers declined across all areas of measurement during the past year, the study revealed.

This decline is in stark contrast to customer satisfaction with mortgage originators, which rose to average score of 727 in J.D. Power’s 2024 U.S. Mortgage Origination Satisfaction Study.

Communication gaps are hurting customer satisfaction as only 31% of mortgage customers say their servicer’s messages grab their attention. But these ratings are higher when there’s a level of personalization added to the communication. Personalized alerts are the most remembered, respondents say, but only 32% gave high marks for overall communication — down 5 percentage points since 2022.

Escrow increases are also driving dissatisfaction, with 57% of mortgage servicer customers experiencing higher escrow costs — i.e., property taxes and insurances — this year. As a result, overall satisfaction is 67 points lower on average among those who experienced an escrow cost increase than among those who experienced no change.

Rocket Mortgage ranked highest among mortgage servicers with a score of 685. Guild Mortgage (677) is No. 2 and Regions Mortgage (656) is No. 3.