Experience.com names 2025 mortgage customer experience leaders

Experience.com released its 2025 Mortgage Performance Report and named the nation’s top lenders and loan officers based on verified customer interactions, survey data and star ratings. The rankings show how tightly packed the industry’s best performers are and how customer experience is now a key competitive edge in mortgages.

Why it matters: - Customer experience is becoming a bigger differentiator in mortgage lending than loan volume alone. - Experience.com’s rankings highlight lenders and loan officers that are winning on verified satisfaction, not just production. - The report shows that small changes in reviews and survey performance can move companies from near the top to the top spot.

What happened: - Experience.com released its 2025 Mortgage Performance Report and announced this year’s Top Performers. - The annual report recognizes standout mortgage companies and the Top 1% of individual loan officers. - The company said the rankings are based on millions of verified customer interactions and real-time transaction data. - Scott Harris, CEO of Experience.com, said customer experience remains the ultimate competitive differentiator in a fluctuating mortgage market.

The details: - The report is in its 11th year. - Rankings use a proprietary algorithm that weighs verified mortgage reviews, survey completion rates and average star ratings. - The system does not rely solely on loan volume or loan dollar amounts. - Survey completion rates among the #1 ranked lenders ranged from 58% to 78%. - The gap between the #1 and #2 lenders in three divisions ranged from 4.75% to 6.79%. - One division was decided by a 3.17% overall gap, with the top two companies separated by 0.04% in survey send volume and 0.02 points out of 5.00 in satisfaction score. - The closest race for #1 overall lender was 0.26% between two division winners. - Experience.com said two additional reviews would have been enough for the runner-up to take the national #1 spot. - In the Jumbo division, a single extra 5-star review for 1 in 4 loan officers at the #11 company would have moved that lender into the Top 10. - In the Large division, the #11 company missed the Top 10 by 16 reviews. - The Top 3 overall lenders came from three different volume divisions. - 31 corporate entities earned spots in the Top 100 Loan Officers list. - Four organizations — Flat Branch Home Loans, Silverton Mortgage, Fairway Independent Mortgage Corporation and First Continental Mortgage — captured more than half of the Top 100 loan officer spots.

Between the lines: - The report suggests mortgage reputations are being shaped by measurable client engagement, not just automation or outreach volume. - The narrow score spreads show that customer service execution can have outsized impact across the industry. - Organizational depth appears to matter as much as top-end star power, with a few firms dominating the elite loan officer list. - The gender split among the Top 10 loan officers shifted to 50/50 this year, after last year’s 8-of-10 women result. - Seven of the Top 10 loan officers are first-time honorees, which points to movement at the top of the field.

What's next: - Experience.com will continue using its benchmark model to track mortgage customer experience performance. - The rankings are likely to remain a closely watched signal for lenders competing on trust, service and reputation.

The bottom line: - In mortgages, the difference between a good year and a top ranking can come down to a handful of verified customer interactions.

Division winners: - Super Jumbo: Movement Mortgage ranked No. 1, with AmeriSave Mortgage Corporation, AnnieMac Home Mortgage, CrossCountry Mortgage LLC, Fairway Home Mortgage, Guild Mortgage, New American Funding and Prosperity Home Mortgage in the Top 10. - Jumbo: Flat Branch Home Loans ranked No. 1, with GoodLeap, Highlands Residential Mortgage, Ltd., NFM Lending, Northpointe Bank, Ruoff Mortgage, Silverton Mortgage, Synergy One Lending, Inc., TowneBank Mortgage and West Capital Lending in the Top 10. - Large: Assurance Financial ranked No. 1, with Embrace Home Loans, Evergreen Home Loans, First Continental Mortgage, Golden Empire Mortgage, Inc., HMA Mortgage, Homestead Funding Corp., Nations Lending, The Mortgage Firm and Waterstone Mortgage in the Top 10. - Medium: Mortgage Financial Services ranked No. 1, with First Alliance Home Mortgage, First Federal Bank, GMFS Mortgage, Hometrust Mortgage Company, Mortgage300, National Exchange Bank & Trust, Neighborhood Loans, NewFed Mortgage and Steadfast Mortgage in the Top 10. - Small: Loankea ranked No. 1, with Anderson Financial Group, Griffin Funding, Local Bank, Mortgage Financial Group, Inc., Pinnacle Bank, PriorityOne Bank, West Way Lending, Western Ohio Mortgage Corporation and Westerra Credit Union in the Top 10.

Top loan officers: - Jennifer Ballheimer of Mortgage Financial Services was the #1 national champion. - The Top 10 included Lindsey Atkins of Movement Mortgage, Frank Brandt of Planet Home Lending, LLC, Sharla Ellis and Team of Fairway Home Mortgage, Jodie Hendrickson of Mortgage300, Ben Kelley of West Capital Lending, Amy Luebbering of Flat Branch Home Loans, Larry Mitchell of Silverton Mortgage, Will Mullinix of Mullinix Mortgage Group / Atlantic Bay Mortgage Group and Jason Thomas of First Continental Mortgage. - Fairway Independent Mortgage led the country in total volume with 80 loan officers making the Top 1%. - Flat Branch Home Loans had 118 loan officers with at least one completed customer survey in 2025. - Of those Flat Branch loan officers, 42 made the Top 1% and 20 made the Top 100. - Thirteen companies accounted for 60% of the entire Top 500 list.