The study, based on responses from 14,118 customers surveyed between May 2025 and May 2026, recorded an overall industry average of 607, an 11-point gain from 2025 and the strongest year-over-year improvement in recent memory.
Satisfaction up, financial health down
The rebound in satisfaction scores does not tell the full story of where borrowers stand. Just 41% of borrowers are currently classified as financially healthy, down from 52% four years ago.
Thirty percent now say they fear losing their home, nearly double the 17% who said the same in 2022.
Late fees are becoming more common, and more than half of the 75% of customers with escrow accounts reported an escrow payment increase this year.Â
Bruce Gehrke, senior director of lending intelligence at JD Power, framed the improvement as servicers finally meeting the moment rather than rising conditions lifting all boats.
