Key Findings From the Survey
- 3.79/5 average satisfaction score for lender communication
- Most common rating was 4, showing strong baseline performance
- Only 18% of borrowers reported communication issues
- Just 8% said communication was the most challenging part of the process
- Over 50% want the ability to message their loan officer directly
Many lenders have made clear progress in borrower communication—and it’s having a meaningful impact.
An exclusive new 2025 survey from BackOffice Pro, a leading provider of mortgage services, found that the average satisfaction rating for lender communication was a strong 3.79 out of 5, with most respondents giving a 4 or higher. Communication quality also had a powerful 0.6359 correlation with overall mortgage experience.
The survey captured responses from 400 U.S. adults who purchased a home and went through the mortgage process in the past 24 months, offering a clear snapshot of the borrower experience.
As mortgage lending becomes more digitized, human-centered communication is emerging as a differentiator—not a hurdle. The study shows borrowers are generally satisfied, but also reveals clear enthusiasm for new tools that could make the process even smoother.
”Borrowers are telling us the industry is on the right track,” says Rajeev Kumar, Executive Vice President at Flatworld Solutions. “The opportunity now is to keep evolving—to turn satisfaction into standout experiences.”
Where Lenders Are Winning
Are Lenders Getting Communication Right?
Borrowers are largely pleased with their communication experience.
The average satisfaction rating came in at 3.79 out of 5, with the most common score being a 4—a strong signal that lenders are meeting expectations and building trust.
“Clear, timely communication builds confidence,” says Kumar. “And this study shows that many lenders have already laid the foundation for trust and transparency.”
Why Good Communication Is Essential
The study found a 0.6359 correlation between communication quality and overall satisfaction—a statistically strong connection.
In simple terms, this means that when borrowers feel communication is clear and timely, they’re much more likely to rate their entire mortgage experience positively.
It’s one of the strongest signals in the data, showing that communication doesn’t just inform—it shapes how the whole process feels.
What Do Borrowers Want Next?
While satisfaction is high, borrowers are ready for the next step forward in communication:
- More than 50% want direct messaging access to their loan officer, signaling demand for modern, on-demand tools.
- 18% of borrowers still reported communication issues—a sizeable minority that reveals room for improvement in responsiveness or clarity during key moments.
- 8% said communication was their biggest challenge, underscoring the importance of consistency across all borrower profiles.
“When borrowers feel informed, they feel in control,” Kumar explains. “That perception has a ripple effect on how they experience rate discussions, document collection, and closing.”
Between the Lines
This study shows the mortgage industry has made real, measurable progress in borrower communication. Most borrowers are satisfied, few report major issues, and strong communication clearly boosts how they feel about the entire experience.
The foundation is there—but expectations are rising. Borrowers are used to real-time updates, two-way messaging, and on-demand service in other areas of life. Mortgage lending doesn’t need to catch up—it needs to stay ahead.
More than 50% of borrowers say they want the ability to directly message their loan officer. That’s not a sign of failure—it’s a signal of trust. Borrowers want more access because they feel good about the people and processes they’re engaging with.
What’s Next
To stay ahead of borrower needs and preferences, lenders should focus on smart enhancements—not overhauls:
- Enable secure direct messaging through apps or portals
- Create milestone-based updates to keep borrowers informed automatically
- Establish internal communication standards to ensure consistent touchpoints
“Borrowers will tolerate delays, paperwork, even rate changes—what they won’t tolerate is silence,” says Kumar. “The absence of communication is where uncertainty grows, and that’s what really damages the experience.”
Methodology
The survey was conducted among 400 US adults who have purchased a home and gone through the mortgage process in the past 24 months. Participants were selected based on recent mortgage activities to capture current trends and preferences in mortgage processing and digital experiences. The survey comprised structured questions focusing on borrower demographics, digital process preferences, and automation priorities.
