TROY, Mich.—Overall customer satisfaction with mortgage servicers rose in 2026 as companies improved digital tools, communication and issue resolution, even as many borrowers remain under financial strain and are staying in their homes longer because of elevated mortgage rates, according to a new study by J.D. Power.
The J.D. Power 2026 U.S. Mortgage Servicer Satisfaction Study found overall customer satisfaction increased 11 points, on a 1,000-point scale, to 607. The report said mortgage servicers have strengthened customer experiences through improved digital services, clearer communication surrounding escrow accounts and fees, and better problem resolution.
According to J.D. Power, the improvements come as the mortgage servicing relationship has taken on greater importance because fewer homeowners are refinancing or moving in the current higher-rate environment. The study also found that nearly six in 10 borrowers are considered financially vulnerable, stressed or overextended.
‘More Important Than Ever’
“The servicing industry is entering a trust economy where the customer relationship after origination is more important than ever,” Bruce Gehrke, senior director of lending intelligence at J.D. Power, said in a statement. “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.”
Gehrke said servicers that continue helping borrowers navigate financial uncertainty will be best positioned to retain customers and win future lending business when market conditions improve.
Key Findings
Among the study’s key findings:
- Overall satisfaction rose to 607, up 11 points from last year. J.D. Power said 86% of borrowers reported they “probably will” or “definitely will” use their current lender again, while 86% also said they had not explored refinancing or other borrowing options during the previous 90 days. The study said current servicing experiences could play a significant role in retaining customers when refinancing activity returns.
- Borrowers’ financial health continues to weaken. Just 41% of borrowers are classified as financially healthy, down from 52% in 2022. Sixteen percent said they incurred a mortgage late fee during the past 12 months, compared with 14% four years ago. Thirty percent believe they are at risk of foreclosure, nearly double the 17% reported four years earlier.
- Escrow management has become an increasingly important factor in customer trust. Among the 75% of borrowers with escrow accounts, 58% experienced an escrow payment increase during the past year. While customers reported improvements in explanations surrounding payment changes, J.D. Power said borrowers still want greater transparency regarding taxes, insurance costs and escrow adjustments. Customers receiving clear explanations about servicing fees were 35 percentage points more likely to rate trust as excellent or perfect and 33 percentage points more likely to say they would definitely use the same lender again.
- Customer service remains the leading factor influencing whether borrowers stay with or leave a servicer. Strong self-service capabilities (62%), quality customer service (62%) and convenient payment options (61%) were the top drivers of loyalty. Conversely, poor customer service (43%), high interest rates (33%) and difficulty using self-service tools (20%) were the leading reasons borrowers considered switching servicers.
Chase Ranked Highest
J.D. Power ranked Chase highest in overall customer satisfaction with a score of 694. Rocket Mortgage placed second at 690, followed by Bank of America at 672.
The study evaluated mortgage servicers across six categories, listed in order of importance: trust, ease of doing business, keeping customers informed and educated, people, resolving problems or questions, and digital channels.
The findings are based on responses from 14,118 customers who had been with their current mortgage servicer for at least one year. J.D. Power conducted the survey between May 2025 and May 2026.
Additional information is available here.
