Mortgage Servicers Earn Higher Marks as Borrower Stress Mounts
Customer satisfaction with the mortgage servicing industry has gone up, according to a recent study by JD Power study.
Even as mortgage rates remain high and many homeowners staying in place rather than refinancing or moving, JD Power noted that the mortgage servicing relationship has become more important than ever.
According to the JD Power 2026 U.S. Mortgage Servicer Satisfaction Study, overall customer satisfaction with mortgage servicers has increased 11 points (on a 1,000-point scale) this year as servicers improve key aspects of the customer experience, including digital experiences, communication around escrow and fees and issue resolution.
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, JD Power noted.
More Important Than Ever
“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. “The opportunity now is 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.”
According to JD Power, Chase ranks highest among mortgage servicers with a score of 694. Rocket Mortgage (690) is second, and Bank of America (672) ranks third.
JD Power said that the U.S. Mortgage Servicer Satisfaction Study measures customer satisfaction in six dimensions (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 2026 study is based on responses from 14,118 customers who have been with their current mortgage loan servicer for at least one year. The study was fielded from May 2025 through May 2026.
JD Power said it delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity.
Satisfaction Score Rises
Per JD Power, here are key findings of the 2026 study:
Higher satisfaction is not a comfort signal: Overall customer satisfaction with mortgage servicers rises 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, JD Power noted 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 health of borrowers is deteriorating, JP Power said, with just 41% currently classified as financially healthy, down from 52% in 2022. Also, 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, JD Power noted. Of the 75% of mortgage servicer customers who have escrow accounts, more than half (58%) say they experienced an escrow payment increase this year. While clarity around payment changes is improving, JD Power said that 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, JD Power said. 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.
