Homeowner Satisfaction with Mortgage Servicers Declines

This report presents findings from the J.D. Power 2025 U.S. Mortgage Servicer Satisfaction Study, which indicates a significant decline in homeowner satisfaction with mortgage servicers compared to mortgage originators. The average satisfaction score for mortgage servicers is now 131 points lower than that of originators, with a score of 596. Key factors contributing to this decline include ineffective communication, service quality, and rising escrow costs. The study highlights a disconnect in the mortgage customer journey, where satisfaction with origination is at record highs while servicing satisfaction is at all-time lows. The report details that only 31% of customers rated their servicer's communication as excellent, and satisfaction decreases significantly when escrow costs rise. Rocket Mortgage ranks highest among servicers with a score of 685, followed by Guild Mortgage and Regions Mortgage. The study is based on responses from 15,912 customers who have been with their servicer for at least one year.