Low borrower satisfaction carries significant business consequences for mortgage servicers. Dissatisfied or confused borrowers are more likely to complain to regulators, generate costly call center volume and lengthen loss-mitigation processes. J.D. Power’s 2025 U.S. Mortgage Servicer Satisfaction Study reveals a widening gap in borrower satisfaction between origination and servicing experiences. While borrowers are happier than ever with originators, they are less satisfied than ever with servicers. According to the study, the widening gap “increasingly comes down to effective communication.”

Most originators have invested in modern borrower experiences, providing seamless, digital-first origination and onboarding processes. Servicers, always conscious of details ⇒

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