Rocket Mortgage remains the champion among mortgage servicers, according to J.D. Power’s latest annual U.S. Mortgage Servicer Satisfaction Study.
The company — an online lender that offers a fully digital mortgage application process — took the top spot for the third consecutive year.
The latest study surveyed nearly 16,000 homeowners who had been with their current mortgage loan servicer for at least one year.
J.D. Power evaluated customer satisfaction based on the following six factors, listed in order of importance:
- Level of trust
- Makes it easy to do business with
- Keeps me informed and educated
- People
- Resolving problems or questions
- Digital channels
Rocket Mortgage earned a score of 685 out of 1,000, far above the study average of 596.
Overall, consumers are not pleased with the performance of mortgage servicers, which handle the management of a loan once it has closed. Scores have plummeted, and are now 131 points lower than those of mortgage originators, which are involved with initially securing a loan for a borrower.
In a summary of the J.D. Power findings, Bruce Gehrke, senior director of lending intelligence at J.D. Power, says servicers are struggling to communicate well and to deliver top customer service:
“There is a significant disconnect in the mortgage customer journey that’s reflected in the fact that satisfaction with mortgage origination is reaching record highs at the same time that satisfaction with mortgage servicing is reaching all-time lows.”
The top companies in the survey — which all scored above the study average — are:
- Rocket Mortgage: 685 (out of 1,000)
- Guild Mortgage: 677
- Regions Mortgage: 656
- Chase: 650
- Bank of America: 649
- Huntington National Bank: 639
- Fifth Third Mortgage: 631
- CMG Mortgage: 630
- M&T Mortgage: 626
- New American Funding: 626
- Amerihome Mortgage: 623
- LoanDepot: 618
- Citizens Mortgage: 608
- Pennymac: 607
- CrossCountry Mortgage: 606
- Wells Fargo Home Mortgage: 606
- Freedom Mortgage: 600
Navy Federal Credit Union also earned an above-average customer satisfaction score. At 770, it out-scored Rocket Mortgage. However, J.D. Power notes that the credit union, which serves only military members and their families, was not included in the above ranking because it did not meet the study criteria.
The lenders that scored at or below the study average are:
- PNC Mortgage: 595 (out of 1,000)
- United Wholesale Mortgage: 595
- Truist: 588
- Planet Home Lending: 569
- Mr. Cooper: 564
- RoundPoint Mortgage: 545
- LoanCare: 541
- Newrez (includes Caliber): 539
- Carrington Mortgage Services: 523
- Cenlar: 511
- PHH Mortgage (including Onity): 510
- Shellpoint Mortgage Servicing: 473
- Select Portfolio Servicing (Credit Suisse): 469
Did you know that your mortgage could mean a potential tax break for you? Learn more in “9 Federal Tax Breaks for Homeowners in 2025 — and How Much They’re Worth.”
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