Why Mortgage Borrowers Are Suddenly Happier: The JD Power Surprise

Mortgage Research Network Podcast · Dec 5, 2025 · 4m

Mortgage satisfaction scores just hit a five-year high—and it’s not because rates are lower. Tim Lucas and Craig Berry break down how lenders boosted customer happiness by ditching the assembly-line approach and actually explaining the process.In this episode you’ll learn:The big shift: Top lenders now act more like financial advisors, blending clear communication with smart tech.Who’s winning: Citi jumped from 4th place to #1 with a score of 802, ahead of Bank of America, Citizens, Huntington, and Movement Mortgage.Why it matters: Borrowers value guidance more than the absolute lowest…