U.S. Homeowner Satisfaction With Mortgage Servicers Rises Amid Financial Strain
According to the JD Power 2026 US Mortgage Servicer Satisfaction Study, customer satisfaction with mortgage servicers has increased by 11 points on a 1,000-point scale this year due to improvements in digital experiences and communication. Despite these gains, nearly six out of ten homeowners are classified as financially vulnerable or overextended, highlighting the importance of strong servicing relationships for lenders. The study also notes that mortgage servicers have an opportunity to strengthen customer retention given that 86% of borrowers plan to reuse their current lender in future transactions and few are exploring refinancing options. However, poor customer service remains a key risk factor for losing customers as the market evolves. JD Power emphasizes the need for continued improvement in trust-building through transparency and communication, especially with elevated mortgage rates keeping many homeowners from moving or refinancing.
Topics: customer satisfaction financial strain mortgage servicers retention