Скачать или смотреть Mortgage Servicers Face Growing Customer Backlash in 2025

Mortgage servicers are facing rising dissatisfaction from customers in 2025, according to the latest J.D. Power study. While mortgage originators are praised for smooth application processes, the servicing side is falling short.
The average mortgage servicing satisfaction score dropped to 596 out of 1,000, a 10-point decline from last year. Meanwhile, originators scored a strong 727, revealing a major gap in the borrower experience.
Borrowers are mainly frustrated by rising escrow costs, with 57% reporting increases this year. Those affected saw their satisfaction scores drop by 67 points on average.
Communication is another major issue. Only 31% of borrowers gave high marks for communication, and just 32% found their servicer’s outreach to be effective.
Personalization efforts also fell flat. Even though nearly half received account alerts or similar messages, overall satisfaction with personalization remains low.
Customer service now plays a bigger role than interest rates or fees when choosing providers. Borrowers want flexible payment options and easy access to loan details.
Despite industrywide struggles, a few companies stood out. Rocket Mortgage, Guild Mortgage, and Regions Mortgage led the rankings by focusing on trust, problem-solving, and user-friendly service.
The report warns that servicers must evolve quickly. As the market slows, success will depend on better digital tools, communication, and building stronger relationships with borrowers.
When mortgage rates eventually decline, servicers that improve now will be in the best position to grow and retain customers in the future.

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