July 2025

Customer satisfaction with mortgage servicers has plummeted this year, with an average satisfaction score that’s now much lower than the typical score for mortgage originators. That’s according to J.D. Power‘s 2025 U.S. Mortgage Servicer Satisfaction Study, released onThursday. J.D. Power said the gap comes down to communication and service. While 30-year mortgage rates remain high […]

What started as a post on LinkedIn, turned into real conversation. In my post and via a separate outreach, I asked for perspectives on LO Compensation reform, and more than 30 industry professionals answered the call. Executives. Brokers. Regulators. Compliance officers. Trade associations. LOs on the front lines. What I expected to be a spirited

For the first time, J.D. Power is comparing trends it sees in mortgage servicer customer satisfaction scores with what’s happening on the originator side. This analysis is telling of a business going in two different directions. While the latest originator survey, released in November, found a 3-point year-over-year drop, the industry average was still a