The 2025 J.D. Power U.S. Mortgage Servicer Satisfaction Study delivered an interesting consumer response on their data collected from May 2024-May 2025: customer satisfaction with mortgage servicers has dropped to an average score of 596, a full 131 points lower than mortgage originators. A drop in this important consumer index score invites servicers to rethink how they engage, inform, and support their customers, and create smarter solutions to ease the transition from origination to servicing and promote positive recapture rates.
The Root of the Problem
While high interest rates and economic strain play a role, the study points to deeper issues:
- Only 31% of customers rated their servicer’s communication as excellent
- Escrow cost increases affected 57% of customers, leading to a 67-point drop in satisfaction
- Customers are demanding better service, easier access to information, and more flexible payment options.
Where LERETA Comes In
LERETA helps servicers close these gaps by delivering:
- Delivering automated tax and flood servicers backed by a 99.9% SLA achievement to ensure the utmost accuracy, transparency, and reduction in negative customer experiences
- Loan onboarding and transfers cleansing tools that help ensure new customers are not surprised by future escrow changes
- Live data and alerts to help servicers proactively communicate with homeowners, especially when there is an escrow change that could negatively impact future recapture
- Automation along the entire loan life cycle powered by each servicers business rules that can be modified in less than 24 hours to address quick pivots in the marketplace
- Digital and API driven tools that allow homeowners to self-service and reduce call center volume and servicers to power their internal and external learning libraries
The Opportunity Ahead
As volumes remain low and competition intensifies, servicers that invest in customer experience infrastructure now will be best positioned when the market rebounds. LERETA’s solutions are designed to help servicers not only meet expectations—but exceed them.
Let’s Talk
If your organization’s satisfaction scores fell below average, we can help. LERETA can work with you to explore how to improve those results and turn the tide.
