The JD Power Mortgage Servicer Satisfaction Study provides detailed information and insights on the performance of more than 30 of the largest servicers. This research gives subscribers access to the insights and tools needed to gain a comprehensive, in-depth understanding of a firm's performance to identify key areas needing improvement.
Benefits
Why subscribe?
Our team will provide you with insights about what the data means at an industry and brand level, and how to effectively leverage it to:
- Reduce the cost of service
- Increase brand awareness
- Strengthen the level of trust
- Improve the quality of digital channels
Why subscribe?
Our team will provide you with insights about what the data means at an industry and brand level, and how to effectively leverage it to:
- Reduce the cost of service
- Increase brand awareness
- Strengthen the level of trust
- Improve the quality of digital channels
Experiences Explored
Customers surveyed in this analysis answer questions about:
- New customer orientation
- Mortgage billing and payment process
- Escrow account administration
- Interaction – Personal service
- Interaction – Self-service
- Channel activities
- Communications
Customers surveyed in this analysis answer questions about:
- New customer orientation
- Mortgage billing and payment process
- Escrow account administration
- Interaction – Personal service
- Interaction – Self-service
- Channel activities
- Communications
Key Dates
2026 U.S. Mortgage Servicer Satisfaction Milestones
Field Start: May 2025
Wave 1 Publish: October 2, 2025
Wave 2 Publish: January 8, 2026
Wave 3 Publish: April 7, 2026
Wave 4 Publish: July 15, 2026
Press Release: July 23, 2026
2027 U.S. Mortgage Servicer Satisfaction Milestones
Field Start: August 2026
Wave 1 Publish: October 1, 2026
Wave 2 Publish: January 7, 2027
Wave 3 Publish: April 6, 2027
Wave 4 Publish: July 14, 2027
Press Release: July 22, 2027
2026 U.S. Mortgage Servicer Satisfaction Milestones
Field Start: May 2025
Wave 1 Publish: October 2, 2025
Wave 2 Publish: January 8, 2026
Wave 3 Publish: April 7, 2026
Wave 4 Publish: July 15, 2026
Press Release: July 23, 2026
2027 U.S. Mortgage Servicer Satisfaction Milestones
Field Start: August 2026
Wave 1 Publish: October 1, 2026
Wave 2 Publish: January 7, 2027
Wave 3 Publish: April 6, 2027
Wave 4 Publish: July 14, 2027
Press Release: July 22, 2027
Press Release & Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Read the latest press release
U.S. Mortgage Servicer Satisfaction Study
See how our awards make an impact
U.S. Mortgage Servicer Satisfaction Study Award Information
JD Power will issue a national press release featuring key findings, trends, and brand rankings from the study. Only brands that meet JD Power’s research criteria will be ranked. Brands that rank highest in their segment and meet award criteria may promote their award through the JD Power licensing program—available exclusively to study subscribers.
Read the latest press release
U.S. Mortgage Servicer Satisfaction Study
See how our awards make an impact
U.S. Mortgage Servicer Satisfaction Study Award Information
Make decisions with confidence.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Profiled Brands
2026 U.S. Profiled Brands
- Amerihome Mortgage
- Bank of America
- Carrington Mortgage Services
- Cenlar
- Chase
- Citizens Mortgage
- CMG Mortgage
- CrossCountry Mortgage
- Fifth Third Mortgage
- Freedom Mortgage
- Guild Mortgage
- Huntington National Bank
- LoanCare
- loanDepot
- M&T Mortgage
- Mr. Cooper
- Navy Federal Credit Union*
- New American Funding
- Newrez
- Pennymac
- Onity (including PPH)
- PNC Mortgage
- Regions Mortgage
- Rocket Mortgage
- Shellpoint Mortgage Servicing
- Truist
- U.S. Bank
- United Wholesale Mortgage
- Wells Fargo Home Mortgage
- Planet Home Lending
- RoundPoint Mortgage
*Profiled but not ranked
2027 U.S. Profiled Brands
- Amerihome Mortgage
- Bank of America
- Carrington Mortgage Services
- Cenlar
- Chase
- Citizens Mortgage
- CMG Mortgage
- CrossCountry Mortgage
- Dovenmuehle
- Fifth Third Mortgage
- Freedom Mortgage
- Guild Mortgage
- Huntington National Bank
- Lakeview
- LoanCare
- loanDepot
- M&T Mortgage
- Navy Federal Credit Union*
- New American Funding
- Newrez
- Pennymac
- Onity
- PNC Mortgage
- Regions Mortgage
- Rocket Mortgage
- Shellpoint Mortgage Servicing
- Truist
- U.S. Bank
- United Wholesale Mortgage
- Wells Fargo Home Mortgage
- Planet Home Lending
- RoundPoint Mortgage
Valon Mortgage
*Profiled but not ranked
2026 U.S. Profiled Brands
- Amerihome Mortgage
- Bank of America
- Carrington Mortgage Services
- Cenlar
- Chase
- Citizens Mortgage
- CMG Mortgage
- CrossCountry Mortgage
- Fifth Third Mortgage
- Freedom Mortgage
- Guild Mortgage
- Huntington National Bank
- LoanCare
- loanDepot
- M&T Mortgage
- Mr. Cooper
- Navy Federal Credit Union*
- New American Funding
- Newrez
- Pennymac
- Onity (including PPH)
- PNC Mortgage
- Regions Mortgage
- Rocket Mortgage
- Shellpoint Mortgage Servicing
- Truist
- U.S. Bank
- United Wholesale Mortgage
- Wells Fargo Home Mortgage
- Planet Home Lending
- RoundPoint Mortgage
*Profiled but not ranked
2027 U.S. Profiled Brands
- Amerihome Mortgage
- Bank of America
- Carrington Mortgage Services
- Cenlar
- Chase
- Citizens Mortgage
- CMG Mortgage
- CrossCountry Mortgage
- Dovenmuehle
- Fifth Third Mortgage
- Freedom Mortgage
- Guild Mortgage
- Huntington National Bank
- Lakeview
- LoanCare
- loanDepot
- M&T Mortgage
- Navy Federal Credit Union*
- New American Funding
- Newrez
- Pennymac
- Onity
- PNC Mortgage
- Regions Mortgage
- Rocket Mortgage
- Shellpoint Mortgage Servicing
- Truist
- U.S. Bank
- United Wholesale Mortgage
- Wells Fargo Home Mortgage
- Planet Home Lending
- RoundPoint Mortgage
Valon Mortgage
*Profiled but not ranked