U.S. Mortgage Origination Satisfaction Study

See What Drives a Better Borrower Experience

The Mortgage Origination Satisfaction study evaluates recent mortgage customers’ satisfaction with the largest U.S. mortgage originators across the full loan journey.

Purchase a Subscription

What It Measures

The Benchmark for Mortgage Origination Experience

Evaluates borrower experience across six core dimensions:

• Communication throughout the origination process
• Digital channels supporting application and documentation
• Level of trust in the lender
• Loan offering meeting borrower needs
• Ease of doing business across the process
• People including loan officers and support teams

Tracks:

• Shopping, application, approval, and closing experiences
• Rates, fees, onboarding, and communication
• Trust, brand perception, and Net Promoter Score

Includes:

• Annual rankings and opportunity to license awards
• Customized executive presentation and strategy session with data-driven, actionable recommendations.
• Performance dashboard benchmarking each brand’s performance across indices, dimensions, and KPIs.
• In-year wave reporting to track performance trends and movement across key measures.

How It Works

How the Mortgage Origination Study Works

• Captures borrower experience across the full mortgage journey
• Measures satisfaction from application through approval and closing
• Evaluates communication, trust, digital tools, and lender support
• Links experience to referrals, loyalty, and repeat business

Core Strengths

Smoother Process, Stronger Trust

• Identifies importance of transparent communication and digital efficiency
• Reveals where friction reduces borrower satisfaction and loyalty
• Highlights role of digital tools in lender selection
• Shows how strong experience drives referrals

Business Impact

Turn Borrower Insight Into Growth

• Benchmarks against national and regional peers
• Identifies improvement areas in application, approval, and closing
• Optimizes digital channels for faster completion
• Strengthens trust and transparency across touchpoints
• Improves referral and repeat business through better experiences

Key Dates

2026

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

2027

Field Start: September 2026
Wave 1-2 Publish: May 05, 2027
Wave 3 Publish: August 4, 2027
Wave 4 Publish: November 4, 2027
Press Release: November 09, 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.

Access JD Power Press Releases Learn More About Awards
Three identical JD Power awards made of clear glass with gold bases and text. Each award features the JD Power logo and the phrase 'The Voice of The Customer'.

Profiled Brands

2026 Profiled Brands

Acrisure Mortgage (formerly FBC Mortgage)
American Pacific
AmeriSave Mortgage
Bank of America
BMO
Chase
Citi
Citizens
CMG Financial
CrossCountry Mortgage
Fairway Home Mortgage
Freedom Mortgage
Guild Mortgage
Home Lending
HSBC
Huntington Bank
loanDepot
Morgan Stanley
Movement Mortgage
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.

2027 Profiled Brands

Acrisure Mortgage
American Pacific
Bank of America
BMO
Chase
Citi
Citizens
CMG Financial
Cornerstone Home Lending
CrossCountry Mortgage
Fairway Home Mortgage
Freedom Mortgage
Guild Mortgage
HSBC
Huntington Bank
Lakeview
loanDepot
Morgan Stanley
Movement Mortgage
Mutual of Omaha Mortgage
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
Veterans United*
Village Capital & Investment
Wells Fargo
Zillow Home Loans

*Profiled but not ranked.

Who should use it

Designed for Leaders Transforming Lending Experience

• Mortgage operations leaders
• Customer experience executives
• Digital and technology product owners
• Marketing teams
• Retail lending executives
• Loan officer leadership

PowerSource

Insights Available at a Touch of a Button

Subscribers have full access to benchmark reporting, competitor analysis, and more with PowerSource.

Related Products

Lending

U.S. Mortgage Servicer Satisfaction Study

Benchmarks homeowner satisfaction with mortgage servicers, identifying where servicers meet expectations and where improvements are needed across billing, escrow, support, and digital channels. Learn More Lending

U.S. Consumer Lending Satisfaction Study

Benchmarks borrower satisfaction with unsecured personal loans across leading U.S. lenders, revealing what matters most to today’s borrowers and how to meet expectations. Learn More Lending

U.S. Mortgage Servicer Digital Satisfaction Study

Provides a comprehensive benchmark of mortgage servicing digital experiences, spanning onboarding, application, account management, and ongoing servicing interactions. Learn More

Ready to power what’s next?

Whether you’re launching new models, improving dealer performance, or advancing finance and insurance strategies, JD Power is ready to help you make smarter decisions – with confidence and clarity.