Rocket tops J.D. Power’s servicer satisfaction list

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 respectable score of 727.

How servicer satisfaction compares with originator scores

On the servicing side, the average score was 131 points lower than for originators, at 596. Compared with the 2024 survey, the decline was 10 points.

Looking at this another way, Rocket had the highest score among servicers at 685. Only three lenders in the originator survey had scores lower than that level.

But Rocket’s score in the 2024 survey was 713, 28…