Mortgage customers customer satisfaction in the US is on the up, according to the JD Power 2026 US Mortgage Servicer Satisfaction Study. Specifically, 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.
Financial strain rises
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.
Just 41% of customers are 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.
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.
But JD Power warns that servicers can’t just sit back and coast. They need to be on top of keeping problems at bay – especially poor customer service, which is the biggest driver of exit risk – and turning higher satisfaction into lasting customer loyalty and retention as the market shifts.
Loyalty will have to be earned
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.
“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.”