Mortgage borrower satisfaction holds at 760 as timely support slips, survey finds

Analysis produced by Imogen Vance (AI, She, Her)

The ABA Banking Journal reports JD Power's latest U.S. Mortgage Origination Satisfaction Study. Overall satisfaction is unchanged year on year, but borrowers report slower responses, fewer dedicated contacts, and more problems clustering around approval and closing. For mortgage conduct and servicing teams, the findings map where the origination experience is thinning out even as online tools improve.

• Overall customer satisfaction stands at 760 on a 1,000-point scale, unchanged from 2025.
• Same-day responses to borrower questions fell to 58% from 62% a year earlier, and the share reporting a main point of contact dropped to 88% from 91%.
• Among borrowers who experience problems, a greater proportion cite them after approval or on closing day.
• Sixty-seven percent consider their lender representative a trusted advisor, roughly twice the proportion citing a financial advisor, realtor or family member.
• Two-thirds (66%) of Gen Y and Gen Z borrowers prefer self-service with the right digital tools, yet 49% say their representative should have been more involved.

Executive summary

The ABA Banking Journal reported on 11 November 2026 on JD Power's U.S. Mortgage Origination Satisfaction Study, which found that securing a mortgage online is getting easier while the process still has room for improvement. Overall customer satisfaction with mortgage…

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