Mortgage Servicer Digital Experience Study

The JD Power Mortgage Servicer Digital Experience Study℠ evaluates how mortgage servicers deliver digital experiences across websites and mobile apps throughout the entire loan lifecycle.

This study offers a comprehensive analysis of customer satisfaction with digital mortgage interactions, encompassing onboarding, application, loan servicing, and account management. It also includes expert evaluations of digital functionality and design.

The study captures borrower feedback and performance insights across the digital mortgage experience, focusing on four key dimensions:

• Information & Content
  Are borrowers getting the right guidance and clarity at the right moment?
• Navigation
  Is the experience intuitive, seamless, and efficient across channels?
• Speed & Responsiveness
  How quickly can customers complete tasks or get help?
• Visual Appeal & Trust
  Does the digital interface build confidence and reflect brand credibility?

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 our latest press release
U.S. Mortgage Servicer Digital Experience Study Press Release

See how our Awards make an impact. 

U.S. Mortgage Servicer Digital Experience Study Award Information