Chase shoots past Rocket to top mortgage servicer approval ratings

There’s a new leader atop J.D. Power’s 2026 mortgage servicer satisfaction rankings: Chase, which gained 44 points year over year to narrowly edge out 2025’s winner, Rocket Mortgage.

Chase received a score of 694 on the consumer intelligence company’s 1,000-point scale. Rocket’s 690 score placed second, representing a five-point gain from last year’s survey. Rounding out the top five were Bank of America (672), Huntington National Bank (654) and Regions Mortgage (652).

The J.D. Power study measures homeowners’ satisfaction with their mortgage servicing experience across six areas: level of trust; ease of doing business; information and education; people; experience resolving problems or questions; and strength of digital channels. Fielded from May 2025 through May 2026, the survey polled 14,118 customers who had been with their mortgage servicer for at least a year.

The average score rose to 607 from 596 last year, even as consumers reported more financial pressure. J.D. Power classified 41% of homeowners as “financially healthy,” down from 52% in 2022, while 30% of respondents said they believe they are at risk of foreclosure, up from 17% in the 2022 study.

J.D. Power concluded these financial signals indicate that a “strong servicing experience is a key advantage for lenders looking to support customers, retain relationships and capture future lending opportunities.”

The study also described rapidly rising escrow costs as a “new trust battleground” for servicers. Among the three-quarters of homeowners who have escrow accounts to cover ongoing expenses such as property taxes, homeowners insurance and mortgage insurance, 58% reported an escrow payment increase over the past year.

“The servicing industry is entering a trust economy where the customer relationship after origination is more important than ever,” stated Bruce Gehrke, senior director of lending intelligence at J.D. Power. “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.”

The past 12 months have seen a servicing acquisition spree among top mortgage lenders, with Rocket, Pennymac and CrossCountry Mortgage all beefing up their mortgage servicing books through notable M&A activity. A general trend revealed in the J.D. Power data is that the lender-servicers have higher customer satisfaction ratings than the servicing companies they acquired.

For example, Rocket’s 690 score dwarfs the 566 score of Mr. Cooper Group, which its parent company acquired in October 2025 for $14.2 billion.

Likewise, Pennymac ranked 11th with a score of 621, but Cenlar FSB — which Pennymac agreed to acquire in February in a still-pending transaction — ranked 26th at 558.    

And CrossCountry, which outlasted United Wholesale Mortgage in a prolonged bidding war for RoundPoint Mortgage Servicing’s book, clocked in at 586 compared with RoundPoint’s score of 559.