Financial Services

U.S. Mortgage Servicer Satisfaction Study

Every year, J.D. Power conducts independent surveys of consumers to see how they feel about every step of the mortgage process – from shopping for a lender to problem resolution with their servicer.

The J.D. Power Mortgage Servicer Satisfaction Study provides detailed information and insights on the performance of more than 30 of the largest servicers. A study subscription provides access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your firm may be performing and to identify key areas needing improvement.

Servicers must prioritize updates to messaging, design and capabilities to reduce need for human intervention. Rapidly changing circumstances require an ability to quickly understand potential impacts and re-prioritize areas of focus and resource allocations.

We pinpoint the factors that matter most to mortgage borrowers. The study sets a quality benchmark for the industry, and provides a thorough understanding of the needs, expectations, and desires of today’s homeowners.

Profiled Brands

  • Bank of America
  • Caliber
  • Carrington Mortgage Services
  • Cenlar
  • Chase
  • Citizens Mortgage
  • CrossCountry Mortgage
  • Fifth Third Mortgage
  • Flagstar Bank
  • Freedom Mortgage
  • Guild Mortgage
  • Huntington National Bank
  • LoanCare
  • LoanDepot
  • M&T Mortgage
  • Mr. Cooper
  • Navy Federal Credit Union*
  • New American Funding
  • NewRez
  • PennyMac
  • PHH Mortgage
  • PNC Mortgage
  • Regions Mortgage
  • Rocket Mortgage
  • Select Portfolio Servicing 
  • ServiceMac
  • Shellpoint Mortgage Servicing
  • SLS – Specialized Loan Servicing
  • Truist
  • U.S. Bank
  • United Wholesale Mortgage
  • Wells Fargo Home Mortgage

*Profiled but not ranked


Customized executive presentation and strategy session that gives you data-driven, actionable recommendations for achieving your strategic business goals

  • You will meet with our industry experts who will deliver the study results using a presentation that will bring the data to life. We will clearly show the relevance of our findings to your business with tailored guidance that will make your subscription immediately useful to management and frontline employees alike. You’ll leave your presentation feeling confident in your power to solve problems and generate and refine innovations to customer satisfaction and experience.

The J.D. Power subscriber experience has been upgraded

  • Data and analytical tools for performance insights and competitive comparisons including access to PowerSource, J.D. Power's new interactive data platform, designed to improve the user experience and better serve the clients who use it. PowerSource offers visually engaging data, dynamic online reports and dashboard, enhanced report exports and much more. Check out our frequently asked questions article to learn more

Executive Overview Dashboard

  • Think “Scorecard” – Top Line findings, Index/Factors, Loyalty/Advocacy, KPI performance​

Detailed Results Dashboard

  • Generally contains multiple reports, organized by factor. This is where a deeper level of detail is available including diagnostics, comparisons to competitors, additional filters etc.​

Cross Table Tool

  • Cross tabulation module that includes all client-facing data on the site which allows the user to customize data runs and analysis​

Verbatim Comments: 

  • Open answer module that allows users to view verbatims at a respondent level with selected filters and/or additional columns of data and search on keywords or themes​

Document Archive

  • Static, downloadable content. Most commonly; Executive Briefing, Questionnaire, Methodology, User Guides, Index Calculators, KPI simulators, client data files (SPSS or Excel). ​

Executive briefing document highlighting key trends and insights across the industry

  • J.D. Power is constantly immersed in understanding what is happening in your marketplace—and with your competition. We track the competition so you don’t have to. Get independent, objective recommendations that keep you ahead of the pack..

Brand-level scorecards benchmarking each profiled company’s performance compared with the industry across key drivers of satisfaction, loyalty and advocacy metrics

  • Scorecards help you understand how brands compare to the industry and cross-industry. We help you understand where efforts should be focused, and the specific actions needed for the greatest positive impact on customer experience and business results.

The complete study data file with consumer survey responses

  • We source current data from real customers so you can understand dynamic customer expectations, sudden/unexpected changes in product quality and be at the forefront of trends.
  • Loyalty metrics such as NPS®