Homeowner Satisfaction with Mortgage Servicers Improves as Financial Pressures Mount, JD Power Finds

Chase Ranks Highest in Customer Satisfaction

• Satisfaction with mortgage servicers rises despite ongoing customer financial strain
• Fee and escrow transparency emerge as key drivers of trust and loyalty
• Poor customer service is biggest driver of exit risk

TROY, Mich.--(BUSINESS WIRE)--With mortgage rates remaining elevated and many homeowners staying in place rather than refinancing or moving, the mortgage servicing relationship has become more important than ever. According to the JD Power 2026 U.S. Mortgage Servicer Satisfaction Study,^SM released today, overall customer satisfaction with mortgage servicers increases 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.

“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.”

Following are some key findings of the 2026 study:

• Higher satisfaction is not a comfort signal: Overall customer satisfaction with mortgage servicers increases 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, 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 health¹ of borrowers is deteriorating, with just 41% currently classified as financially healthy, down from 52% in 2022. Additionally, 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. 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, 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. 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.

Index Ranking

Chase ranks highest among mortgage servicers with a score of 694. Rocket Mortgage (690) ranks second and Bank of America (672) ranks third.

To view the online press release, please visit http://www.jdpower.com/pr-id/2026068.

The U.S. Mortgage Servicer Satisfaction Study measures customer satisfaction with the mortgage servicing experience 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.

For more information about the U.S. Mortgage Servicer Satisfaction Study, visit https://www.jdpower.com/business/u-s-mortgage-servicer-satisfaction-study/.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

¹ JD Power measures the financial health of any consumer as a metric combining their spending/savings ratio, creditworthiness, and safety net items like insurance coverage. Consumers are placed on a continuum from healthy to vulnerable.