Mortgage Lenders
Gain the competitive edge through strategic benchmarking
Buying a house is among the most significant purchasing decisions a person can make. There’s not much “shopping around” when it comes to lenders. Whether or not a homebuyer will trust you with their mortgage will be decided long before they even walk in your door. Bring them to you and away from the competition by offering customer experience that stands out. Become a client today.
MORTGAGE LENDERS
Your customers are with you for a long time. Their satisfaction is essential for your continued profitability. Decades of research have shown that strong satisfaction strengthens financial performance. Strategic ACSI benchmarking and expert analysis benefits your bottom line.
At a glance:
Mortgage Lenders
- Inaugural year:
2024
- Updated:
annually
- Most recent data:
2025
- Companies:
6 major companies, plus aggregate of smaller lenders
| Anchor Link | Company | 2024 | 2025 | %Change |
|---|---|---|---|---|
| Mortgage Lenders | 75 | 74 | -1% | |
| #rocket-mortgage | Rocket Mortgage | 80 | 83 | 4% |
| #bank-of-america | Bank of America | 77 | 79 | 3% |
| #chase | Chase | 78 | 78 | 0% |
| #wells-fargo | Wells Fargo | 77 | 77 | 0% |
| All Others | 75 | 75 | 0% | |
| #citizens-bank | Citizens Bank | NA | 73 | NA |
| #freedom-mortgage | Freedom Mortgage | 72 | 68 | -6% |
NA – Not Available
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Quality of mobile app | 82 | 82 |
| Reliability of mobile app (minimal downtime, crashes, lags) | 80 | 81 |
| Website satisfaction | 81 | 79 |
| Ability of loan officer to explain loan process | 77 | 78 |
| Loan officer knowledge | 77 | 78 |
| Loan processor responsiveness | 77 | 78 |
| Understanding of next steps in the process | 78 | 78 |
| Ability of loan processor to keep everyone informed | 77 | 77 |
| Ease of providing required documents | 77 | 77 |
| Loan officer responsiveness | 77 | 77 |
| Loan processing time (from application to approval) | 77 | 77 |
| Ability of mortgage to meet specific needs | 74 | 75 |
| Ease of using online tools | 75 | 75 |
| Online tools visual appeal | 74 | 74 |
| Call center satisfaction | 72 | 73 |
| Interest rate | 71 | 71 |
| Fees and costs (lender points/fees, appraisal cost, closing fees, title insurance) | 68 | 69 |
| ACSI | |
|---|---|
| Credit Union | 78 |
| Bank | 74 |
| Independent Mortgage Lender | 72 |
| Bank | Credit Union | Independent Mortgage Lender | |
|---|---|---|---|
| Quality of mobile app | 83 | 83 | 80 |
| Reliability of mobile app (minimal downtime, crashes, lags) | 82 | 83 | 80 |
| Website satisfaction | 81 | 81 | 78 |
| Understanding of next steps in the process | 79 | 80 | 78 |
| Ability of loan officer to explain loan process | 78 | 82 | 79 |
| Ease of providing required documents | 78 | 78 | 77 |
| Loan officer knowledge | 78 | 80 | 79 |
| Loan officer responsiveness | 78 | 80 | 78 |
| Loan processor responsiveness | 78 | 81 | 78 |
| Ability of loan processor to keep everyone informed | 77 | 79 | 78 |
| Ability of mortgage to meet specific needs | 77 | 77 | 73 |
| Loan processing time (from application to approval) | 77 | 79 | 77 |
| Call center satisfaction | 76 | 78 | 68 |
| Ease of using online tools | 76 | 76 | 75 |
| Online tools visual appeal | 76 | 77 | 73 |
| Interest rate | 74 | 76 | 67 |
| Fees and costs (lender points/fees, appraisal cost, closing fees, title insurance) | 70 | 73 | 66 |
Industry averages are weighted by companies’ market shares.
2025 results based on data collected October 2024 – September 2025