GITNUXREPORT 2025

Customer Experience In The Mortgage Industry Statistics

Customer experience is vital; digital tools and transparency enhance mortgage satisfaction.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

85% of mortgage customers say they value a smooth and transparent application process

Statistic 2

78% of borrowers are more likely to recommend their lender if their experience is positive

Statistic 3

42% of mortgage applicants abandon their applications due to poor digital experiences

Statistic 4

72% of respondents say personalized communication improves their overall satisfaction

Statistic 5

83% of mortgage lenders believe customer experience is a key differentiator in a competitive market

Statistic 6

47% of mortgage customers say they would switch lenders for a better digital experience

Statistic 7

55% of borrowers report that long processing times negatively impacted their experience

Statistic 8

69% of consumers want to see more digital tools during the application process

Statistic 9

77% of first-time homebuyers consider digital experience an important factor in choosing a lender

Statistic 10

43% of mortgage lenders plan to increase their spending on customer experience initiatives in 2024

Statistic 11

64% of borrowers are satisfied with online mortgage platforms when they include educational resources

Statistic 12

73% of mortgage applicants want faster approval processes

Statistic 13

48% of customers report that inconsistent experiences across channels diminish their trust

Statistic 14

54% of mortgage prospects drop out during the digital application process due to complexity

Statistic 15

89% of mortgage industry executives agree that customer experience impacts profitability

Statistic 16

61% of lenders say reducing application time improves overall customer satisfaction

Statistic 17

89% of respondents agree that improving customer experience can lead to higher retention rates

Statistic 18

50% of potential borrowers are discouraged by complex documentation requirements

Statistic 19

74% of lenders plan to increase personalization in their digital offerings by 2025

Statistic 20

38% of mortgage borrowers would use augmented reality tools to explore properties and loan options

Statistic 21

81% of mortgage providers believe that digital solutions positively influence customer loyalty

Statistic 22

46% of mortgage consumers report that delays in documentation review decrease their satisfaction

Statistic 23

74% of brokers believe that a seamless multichannel experience influences borrower satisfaction

Statistic 24

63% of mortgage lenders aim to integrate AI to personalize customer interactions

Statistic 25

54% of customers who received proactive updates reported higher satisfaction levels

Statistic 26

60% of respondents feel that their digital mortgage experience was better than traditional methods

Statistic 27

74% of mortgage firms plan to invest more in customer experience in the next year

Statistic 28

66% of mortgage customers would use chatbot services if they provided quick and accurate responses

Statistic 29

51% of mortgage applicants are dissatisfied with the current complexity of online forms

Statistic 30

70% of mortgage lenders report that investing in customer experience boosts their market share

Statistic 31

65% of mortgage lenders report increasing investment in CRM systems to improve customer experience

Statistic 32

70% of mortgage lenders have implemented or plan to implement AI-powered chatbots by 2025

Statistic 33

58% of millennial homebuyers prefer to complete most of their mortgage process online

Statistic 34

75% of mortgage providers see digital transformation as essential to improving customer experience

Statistic 35

80% of borrowers would consider a digital-only mortgage process if it met their needs

Statistic 36

55% of mortgage applications are submitted online, demonstrating a shift to digital channels

Statistic 37

52% of mortgage applications are initiated via mobile devices, highlighting the importance of mobile optimization

Statistic 38

69% of Millennial and Gen Z homebuyers prefer fully digital mortgage processes

Statistic 39

71% of mortgage consumers would benefit from mortgage pre-approval tools that expedite the process

Statistic 40

46% of mortgage clients have had to repeat information due to poor data management

Statistic 41

62% of mortgage lenders believe that integrated digital solutions can reduce operational costs

Statistic 42

45% of survey respondents want automated document verification to speed up loan processing

Statistic 43

66% of customers believe that a personalized experience increases their loyalty to their lender

Statistic 44

68% of mortgage customers expect real-time updates on their loan status

Statistic 45

59% of consumers prefer to communicate with their mortgage provider via mobile apps

Statistic 46

53% of customers want more transparency regarding fees and costs during the mortgage process

Statistic 47

41% of mortgage clients feel that their lenders should improve communication

Statistic 48

49% of mortgage applicants say transparent communication reduces their anxiety

Statistic 49

60% of mortgage clients rate the clarity of communication as a top priority in their lending experience

Statistic 50

72% of mortgage consumers want more transparency about the status of their application

Statistic 51

67% of consumers feel that consistent communication across channels builds trust with their lender

Statistic 52

44% of mortgage customers report dissatisfaction with the level of transparency during the process

Statistic 53

73% of mortgage clients say that easy-to-understand language improves their overall experience

Statistic 54

83% of mortgage lenders consider transparency and communication to be critical to customer satisfaction

Statistic 55

57% of mortgage applicants would be more loyal if their lender provided personalized status updates

Statistic 56

82% of mortgage applicants value detailed explanations of their loan options

Slide 1 of 56

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

85% of mortgage customers say they value a smooth and transparent application process
78% of borrowers are more likely to recommend their lender if their experience is positive
42% of mortgage applicants abandon their applications due to poor digital experiences
68% of mortgage customers expect real-time updates on their loan status
59% of consumers prefer to communicate with their mortgage provider via mobile apps
72% of respondents say personalized communication improves their overall satisfaction
65% of mortgage lenders report increasing investment in CRM systems to improve customer experience
53% of customers want more transparency regarding fees and costs during the mortgage process
83% of mortgage lenders believe customer experience is a key differentiator in a competitive market
47% of mortgage customers say they would switch lenders for a better digital experience
55% of borrowers report that long processing times negatively impacted their experience
41% of mortgage clients feel that their lenders should improve communication
69% of consumers want to see more digital tools during the application process

In an industry where 85% of mortgage customers crave a smooth, transparent, and personalized journey, lenders who embrace digital innovation now stand to redefine customer loyalty and gain a fierce competitive edge.

Customer Experience and Satisfaction

85% of mortgage customers say they value a smooth and transparent application process
78% of borrowers are more likely to recommend their lender if their experience is positive
42% of mortgage applicants abandon their applications due to poor digital experiences
72% of respondents say personalized communication improves their overall satisfaction
83% of mortgage lenders believe customer experience is a key differentiator in a competitive market
47% of mortgage customers say they would switch lenders for a better digital experience
55% of borrowers report that long processing times negatively impacted their experience
69% of consumers want to see more digital tools during the application process
77% of first-time homebuyers consider digital experience an important factor in choosing a lender
43% of mortgage lenders plan to increase their spending on customer experience initiatives in 2024
64% of borrowers are satisfied with online mortgage platforms when they include educational resources
73% of mortgage applicants want faster approval processes
48% of customers report that inconsistent experiences across channels diminish their trust
54% of mortgage prospects drop out during the digital application process due to complexity
89% of mortgage industry executives agree that customer experience impacts profitability
61% of lenders say reducing application time improves overall customer satisfaction
89% of respondents agree that improving customer experience can lead to higher retention rates
50% of potential borrowers are discouraged by complex documentation requirements
74% of lenders plan to increase personalization in their digital offerings by 2025
38% of mortgage borrowers would use augmented reality tools to explore properties and loan options
81% of mortgage providers believe that digital solutions positively influence customer loyalty
46% of mortgage consumers report that delays in documentation review decrease their satisfaction
74% of brokers believe that a seamless multichannel experience influences borrower satisfaction
63% of mortgage lenders aim to integrate AI to personalize customer interactions
54% of customers who received proactive updates reported higher satisfaction levels
60% of respondents feel that their digital mortgage experience was better than traditional methods
74% of mortgage firms plan to invest more in customer experience in the next year
66% of mortgage customers would use chatbot services if they provided quick and accurate responses
51% of mortgage applicants are dissatisfied with the current complexity of online forms
70% of mortgage lenders report that investing in customer experience boosts their market share

Customer Experience and Satisfaction Interpretation

In an industry where a smooth digital experience can make or break a mortgage, lenders who embrace personalization, streamline processes, and invest in innovative tools like AR and AI are the real winners—proving that in mortgage lending, the quickest and most transparent path to closing is also the most profitable.

Digital Transformation and Technology Adoption

65% of mortgage lenders report increasing investment in CRM systems to improve customer experience
70% of mortgage lenders have implemented or plan to implement AI-powered chatbots by 2025
58% of millennial homebuyers prefer to complete most of their mortgage process online
75% of mortgage providers see digital transformation as essential to improving customer experience
80% of borrowers would consider a digital-only mortgage process if it met their needs
55% of mortgage applications are submitted online, demonstrating a shift to digital channels
52% of mortgage applications are initiated via mobile devices, highlighting the importance of mobile optimization
69% of Millennial and Gen Z homebuyers prefer fully digital mortgage processes
71% of mortgage consumers would benefit from mortgage pre-approval tools that expedite the process

Digital Transformation and Technology Adoption Interpretation

As mortgage lenders double down on digital innovation—pouring into CRM upgrades, AI chatbots, and mobile-friendly platforms—they're not just keeping up with Millennials and Gen Z's online demands but essentially transforming home financing into a seamless, tech-driven experience fit for the digital age.

Operational Efficiency and Process Improvement

46% of mortgage clients have had to repeat information due to poor data management
62% of mortgage lenders believe that integrated digital solutions can reduce operational costs
45% of survey respondents want automated document verification to speed up loan processing

Operational Efficiency and Process Improvement Interpretation

These statistics reveal that while nearly half of mortgage clients face frustrating repeats due to poor data management, a majority of lenders see integrated digital solutions and automation as the keys to transforming sluggish processes into swift, cost-effective operations.

Personalization and Customer Engagement

66% of customers believe that a personalized experience increases their loyalty to their lender

Personalization and Customer Engagement Interpretation

A resounding 66% of customers say personalized service boosts their loyalty, reminding lenders that in the mortgage world, one size rarely fits all—and paying attention to individual needs could be the key to winning long-term clients.

Transparency and Communication Preferences

68% of mortgage customers expect real-time updates on their loan status
59% of consumers prefer to communicate with their mortgage provider via mobile apps
53% of customers want more transparency regarding fees and costs during the mortgage process
41% of mortgage clients feel that their lenders should improve communication
49% of mortgage applicants say transparent communication reduces their anxiety
60% of mortgage clients rate the clarity of communication as a top priority in their lending experience
72% of mortgage consumers want more transparency about the status of their application
67% of consumers feel that consistent communication across channels builds trust with their lender
44% of mortgage customers report dissatisfaction with the level of transparency during the process
73% of mortgage clients say that easy-to-understand language improves their overall experience
83% of mortgage lenders consider transparency and communication to be critical to customer satisfaction
57% of mortgage applicants would be more loyal if their lender provided personalized status updates
82% of mortgage applicants value detailed explanations of their loan options

Transparency and Communication Preferences Interpretation

With over 80% of mortgage customers craving transparency and real-time updates, it’s clear that mortgage lenders who prioritize clear, consistent communication—and speak in understandable language—are not only easing anxieties but also building the trust and loyalty that money can’t buy.