Securing a mortgage online is getting easier, but the process still has room for improvement, according to a recent survey from JD Power.
Overall customer satisfaction is on par with last year, while slower responses and less consistent support were areas that need improvement, the survey reported.
“Borrowers appreciate being able to handle more of the mortgage process online, but they still want someone they can turn to when they have questions,” said Bruce Gehrke, senior director of wealth and lending intelligence at JD Power. ‘Lenders have an opportunity to make the process more convenient while ensuring borrowers feel supported, especially as they approach closing.”
Based on results of the U.S. Mortgage Origination Satisfaction Study, overall customer satisfaction with mortgage lenders is 760 (on a 1,000-point scale), unchanged from 2025. Improvements in digital channels and ratings for lender staff offset declines in trust and keeping borrowers informed.
Fifty-eight percent receive same-day responses from their lender when they ask questions, down from 62% a year ago. Fewer borrowers also say they have a main point of contact, down to 88% from 91% in 2025. Among borrowers who experience problems, a greater proportion cite them after approval or on closing day.
Borrowers who have other financial products with their mortgage lender are more likely to trust the lender and view their representative as a trusted advisor. Overall, 67% consider their lender representative a trusted advisor, which is approximately twice the proportion citing a financial advisor, realtor or family member.
Two-thirds (66%) of Gen Y and Gen Z borrowers would prefer self-service with the right digital tools, yet nearly half (49%) say their representative should have been more involved. These borrowers are also more likely to shop around and to use AI when researching mortgage providers, raising the stakes for lenders to deliver on both expectations.
