Mortgage Customer Satisfaction Holds Steady Even as Response Times Slow and Closing Problems Rise

Chase Ranks Highest among Mortgage Originators

• Overall customer satisfaction holds steady from 2025
• Just 58% of mortgage customers receive same-day answers from lenders
• Younger borrowers want digital tools and guidance

TROY, Mich.--(BUSINESS WIRE)--Getting a mortgage is becoming easier to navigate online, but getting timely answers and personal guidance is becoming more of a challenge. According to the JD Power 2026 U.S. Mortgage Origination Satisfaction Study,^SM released today, overall customer satisfaction holds steady from 2025 as better digital experiences offset declines in trust and keeping borrowers informed. While lenders have maintained last year’s substantial satisfaction gains, slower responses and less consistent support point to areas that need attention.

“Borrowers appreciate being able to handle more of the mortgage process online, but they still want someone they can turn to when they have questions,” said Bruce Gehrke, senior director of wealth and lending intelligence at JD Power. “JD Power is seeing less recognition of updates and guidance that are important to keeping borrowers informed. Lenders have an opportunity to make the process more convenient while ensuring borrowers feel supported, especially as they approach closing.”

Following are some key findings of the 2026 study:

• Satisfaction holds steady, but cracks emerge: Overall customer satisfaction with mortgage lenders is 760 (on a 1,000-point scale), unchanged from 2025. Improvements in digital channels and ratings for lender staff offset declines in trust and keeping borrowers informed.
• Borrowers wait longer for answers and face problems near closing: Just 58% of borrowers receive same-day responses from their lender when they ask questions, down from 62% a year ago. Fewer borrowers also say they have a main point of contact, down to 88% from 91% a year ago. Among borrowers who experience problems, a greater proportion cite them after approval or on closing day. A problem-free closing is critical to leaving borrowers with a positive impression of the overall experience.
• Existing relationships give lenders a trust advantage: Borrowers who have other financial products with their mortgage lender are more likely to trust the lender and view their representative as a trusted advisor. Overall, 67% consider their lender representative a trusted advisor, which is approximately twice the proportion citing a financial advisor, realtor or family member.
• Younger borrowers want digital convenience and personal guidance: Two-thirds (66%) of Gen Y¹ and Gen Z borrowers would prefer self-service with the right digital tools, yet nearly half (49%) say their representative should have been more involved. These borrowers are also significantly more likely to shop around and to use AI when researching mortgage providers, raising the stakes for lenders to deliver on both expectations.

Study Rankings

Chase ranks highest in mortgage origination satisfaction, with a score of 789. Bank of America (788) ranks second and PNC (785) ranks third.

To view the complete rankings, visit: http://www.jdpower.com/pr-id/2026118

The U.S. Mortgage Origination Satisfaction Study measures overall customer satisfaction based on performance in six factors (in alphabetical order): communication; digital channels; level of trust; loan offering meets my needs; made it easy to do business with; and people. The 2026 study was fielded from September 2025 through September 2026 and is based on responses from 5,394 customers who originated a new mortgage or refinanced within the past 12 months.

For more information about the U.S. Mortgage Origination Satisfaction Study, visit https://www.jdpower.com/business/u-s-mortgage-origination-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 defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2008).