Educating borrowers on sold loans
Rocket Mortgage topped the survey with a score of 685. They were followed by Guild Mortgage (677), Regions Mortgage (656), Chase (650) and Bank of America (649). The average score in the study was 596. Navy Federal Credit Union, which was not eligible because it does not meet study award criteria, was rated 770.
Gehrke stated that one of the factors impacting scores was customers’ limited understanding of how loans are sold on the secondary market, as well as the potential frustration of switching points of contact from origination to servicing. He believes that’s one of the reasons that lender servicers fared better in the survey.
“There’s consistency across how they speak to customers, and there’s consistency across from origination into servicing, and I think that really sets the tone and the foundation for a great experience, and they execute on it at each point,” Gehrke said. “As other lender servicers focus on this complete journey more, that level is going to bring the servicing experience up with it.
“Those brands at the bottom are dealing with customers who have originated with somebody else. So those customers went out and they chose a lender, and as soon as they close, they’re being shipped off to another company they know nothing about. That is very impactful for their overall perception of experience, regardless of how operationally efficient.”
Tyler Hodgson, Executive Vice President of Growth at UMortgage, highlights that while affordability remains a nationwide challenge, uneven markets in major metropolitan areas mean buyers could face anything from seller concessions to multiple offers. https://t.co/RYbLHfiJTn
— Mortgage Professional America Magazine (@MPAMagazineUS) July 21, 2025
While he believes most mortgage brokers do a good job of explaining how loans are sold and serviced, he said originators can help servicers by making sure the process is clearly explained.