Customer satisfaction with mortgage servicers has plummeted this year, with an average satisfaction score that’s now much lower than the typical score for mortgage originators. That’s according to J.D. Power‘s 2025 U.S. Mortgage Servicer Satisfaction Study, released onThursday.

J.D. Power said the gap comes down to communication and service. While 30-year mortgage rates remain high at roughly 6.8%, that’s not the main reason why customer satisfaction scores for servicers are significantly lower — and declining — compared to those for mortgage originators.

The study measures customer satisfaction with the mortgage servicing experience in six areas, in order of importance: details ⇒

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