The JD Power Mortgage Origination Satisfaction Study examines the experiences of recent customers of the 30+ largest mortgage originators in the U.S. The study measures customer satisfaction across four key factors: application and approval process, communication, loan closing, and onboarding.
By combining real customer feedback with in-depth benchmarking, the study reveals which lenders are meeting borrower expectations—and why. Use these insights to evaluate your performance, improve the borrower experience, and strengthen your competitive position in a rapidly evolving market.
Benefits
Lending firms use data from this study to improve the borrower experience by:
- Benchmarking against national and regional competitors
- Uncovering what matters most to borrowers, from digital tools to closing speed
- Spot gaps that impact satisfaction and retention
- Know which marketing messages influence consumers’ choice of mortgage originator
- Improve referrals by creating a smoother, more satisfying borrower experience
- Reinforcing credibility with industry-recognized data and third-party validation
Lending firms use data from this study to improve the borrower experience by:
- Benchmarking against national and regional competitors
- Uncovering what matters most to borrowers, from digital tools to closing speed
- Spot gaps that impact satisfaction and retention
- Know which marketing messages influence consumers’ choice of mortgage originator
- Improve referrals by creating a smoother, more satisfying borrower experience
- Reinforcing credibility with industry-recognized data and third-party validation
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
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
Key Dates
2026 Mortgage Origination Satisfaction Study Milestones
Field Start: September 2025
Wave 1-2 Publish: May 12, 2026
Wave 3 Publish: August 5, 2026
Wave 4 Publish: November 5, 2026
Press Release: November 10, 2026
2026 Mortgage Origination Satisfaction Study Milestones
Field Start: September 2025
Wave 1-2 Publish: May 12, 2026
Wave 3 Publish: August 5, 2026
Wave 4 Publish: November 5, 2026
Press Release: November 10, 2026
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 Origination Satisfaction Study
See how Awards make an impact:
U.S. Mortgage Origination 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 Origination Satisfaction Study
See how Awards make an impact:
U.S. Mortgage Origination 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
- American Pacific
- AmeriSave Mortgage
- Bank of America
- Bay Equity
- BMO
- Chase
- Citi
- Citizens
- CMG Financial
- Cornerstone Capital Bank
- CrossCountry Mortgage
- Fairway Independent Mortgage Corporation
- FBC Mortgage
- Freedom Mortgage
- Guild Mortgage
- HSBC
- Huntington
- loanDepot
- Morgan Stanley
- Movement Mortgage
- Mr. Cooper
- Navy Federal Credit Union*
- New American Funding
- Newrez
- NFM Lending
- Pennymac
- PNC
- PrimeLending
- Prosperity Home Mortgage
- Rate
- Rocket Mortgage
- Supreme Lending
- TD Bank
- Truist
- U.S. Bank
- Union Home Mortgage
- USAA*
- Veterans United*
- Wells Fargo
*Profiled but not ranked.
2026 U.S. Profiled Brands
- American Pacific
- AmeriSave Mortgage
- Bank of America
- Bay Equity
- BMO
- Chase
- Citi
- Citizens
- CMG Financial
- Cornerstone Capital Bank
- CrossCountry Mortgage
- Fairway Independent Mortgage Corporation
- FBC Mortgage
- Freedom Mortgage
- Guild Mortgage
- HSBC
- Huntington
- loanDepot
- Morgan Stanley
- Movement Mortgage
- Mr. Cooper
- Navy Federal Credit Union*
- New American Funding
- Newrez
- NFM Lending
- Pennymac
- PNC
- PrimeLending
- Prosperity Home Mortgage
- Rate
- Rocket Mortgage
- Supreme Lending
- TD Bank
- Truist
- U.S. Bank
- Union Home Mortgage
- USAA*
- Veterans United*
- Wells Fargo
*Profiled but not ranked.
