Mortgage Servicer Satisfaction Study

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

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Why subscribe?

Our team will provide you with insights about what the data means at an industry and brand level, and how to effectively leverage it:

  • Reduce the cost of service
  • Brand awareness
  • Level of trust
  • Quality of digital channels  

Experiences Explored

Customers surveyed in this analysis answer questions about:

  • New customer orientation
  • Mortgage billing and payment process
  • Escrow account administration
  • Interaction – Personal service
  • Interaction – Self-service
  • Channel activities
  • Communications

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 profiled category meet predetermined award criteria will have the opportunity to leverage their award publicly through the J.D. Power award licensing program.

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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J.D. Power Solutions

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