Mortgage Origination Satisfaction Study

home owners

The J.D. Power Mortgage Origination Satisfaction Study investigates customer satisfaction with the origination experience based on performance in four factors: application/approval process; communication; loan closing; and loan offers.

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meeting with lender people


Why subscribe?

Review actionable insights about reasons a customer chooses a lender, the influence of advertising and online research, increasing referrals, winning repeat business, and minimizing dissatisfaction. Data from this study information provides details about what drives customer satisfaction and prioritize strategies around the dominant factors that impact satisfaction and behavior.

Experiences Explored

Customers surveyed in this analysis answer questions about:

  • About your mortgage
  • Shopping for a mortgage
  • Application and approval
  • Loan rates and fees
  • Loan closing
  • Communication
  • New customer orientation
  • NPS scores
  • Brand image scores
  • Trust index

Press Release & Award Information

J.D. Power will issue a national press release that will highlight key findings and trends from the study and include top-to-bottom rankings of the brands in the study that meet J.D. Power’s predetermined research criteria. The brand(s) that ranks highest in each of the regions profiled this year and meets predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program, which requires subscribing to the study as a prerequisite.

Profiled Brands

2023 U.S. Profiled Brands

  • Academy Mortgage
  • Ally
  • AmeriSave Mortgage
  • Bank of America
  • Better
  • Caliber Home Loans
  • Cardinal Financial
  • Chase
  • Citi
  • Citizens
  • CMG Financial
  • CrossCountry Mortgage
  • DHI Mortgage
  • Fairway Independent
  • Fifth Third Bank
  • Finance of America Mortgage
  • Flagstar Bank
  • Freedom Mortgage
  • Guaranteed Rate
  • Guild Mortgage
  • Homebridge
  • Huntington    KeyBank
  • Lennar Mortgage
  • LoanDepotMovement Mortgage
  • Mr. Cooper
  • Navy Federal Credit Union*
  • New American Funding
  • NewRez
  • PennyMac
  • PNC
  • PrimeLending
  • PRMI
  • Prosperity Home Mortgage
  • Regions
  • Rocket Mortgage
  • Supreme Lending
  • TD Bank
  • Truist (includes BB&T and SunTrust)
  • U.S. Bank
  • Union Home Mortgage
  • USAA*
  • Veterans United*
  • Wells Fargo

*Profiled but not ranked

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