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Mortgage servicer satisfaction rises as financial stress grows, JD Power finds
Overall satisfaction with mortgage servicers climbed 11 points to 2026 as financially vulnerable, stressed, or overextended borrowers rose and late-fee incidents increased.
Mortgage customers in the US reported higher satisfaction with mortgage servicers in the JD Power 2026 US Mortgage Servicer Satisfaction Study, with overall customer satisfaction increasing 11 points on a 1,000-point scale.
The study attributed gains to improvements in areas including digital experiences, communication around escrow and fees, and issue resolution, even as borrowers continued to face financial strain.
JD Power found that nearly six in 10 mortgage customers are classified as financially vulnerable, stressed, or overextended, while just 41% are classified as financially healthy, down from 52% in 2022.
The report also said 16% of borrowers incurred a mortgage late fee in the past 12 months, up from 14% four years ago, and 30% believe they are at risk of foreclosure, up from 17% four years ago, highlighting why servicing quality may matter more for lender retention.