Taking an advisory-style approach over a volume-focused approach is working in the favor of mortgage lenders, according to the J.D. Power 2025 U.S. Mortgage Origination Satisfaction Study released on Wednesday.

Overall customer satisfaction with mortgage lenders rose sharply to 760 on a 1,000-point scale, up 33 points from last year’s score of 727, the study found. Lenders improved in communication, reliability, accountability and use of digital tools to engage customers.

When looking at individual lenders, Citi ranked highest in mortgage origination satisfaction with a score of 802, followed by Bank of America at 792 and Citizens at 787.

“Mortgage lenders have details ⇒

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