The 2026 ServiceLink Loan Officer Report unveils notable differences between loan officer perceptions and borrower expectations, creating a playbook for improving the mortgage experience
PITTSBURGH, Sept. 23, 2026 /PRNewswire/ -- The 2026 ServiceLink Loan Officer Report, released today, uncovers a definitive gap between homebuyer expectations and mortgage industry perceptions, revealing how innovation and education can help originators better meet the needs of today's borrowers. Report findings indicate that borrowers want a faster, more streamlined mortgage experience than many loan officers realize. Findings revealed borrowers also lack in-depth knowledge of certain areas of the mortgage process, specifically when it comes to fees. There is opportunity for originators to provide greater transparency, innovative technology and in-depth education — ultimately giving borrowers the ease and guidance they desire.
For the first time, ServiceLink surveyed more than 500 loan officers with at least three years' experience to get an inside look at the housing market through their unique lens. Their close proximity to borrowers — from pre-approval all the way to the closing table — provides them with an unparalleled understanding of borrowers' mindset, habits, behaviors and needs. Alongside the responses of more than 1,500 people who purchased a home in the last two years, their insights provide a new perspective on the industry.
"Originators who want to stand out in today's competitive market should focus on two key areas: innovation and education," said Dave Steinmetz, division president, origination services. "Our research shows that today's borrowers are ready for a more digital experience, with many willing to switch lenders for the convenience and cost savings a digital closing provides. At the same time, the data reveals an opportunity for originators to provide greater education around fees and closing processes. By embracing technology and delivering clear guidance, originators can alleviate frustrations and better meet the desires of today's borrowers. Now is the time to make a move."
Key findings:
Innovate or stagnate: Borrowers want the opportunity to eClose
- Loan officer respondents see the benefit of using technology throughout the mortgage process. 60% cited time savings and 59% noted its convenience and ease of use.
- With a long list of benefits, it's no surprise that 84% of loan officer respondents say they're seeing a moderate to substantial uptick in the use of eClosings throughout the industry in the last two years. But despite widespread momentum behind eClosings, fully digital closings, specifically remote online notarizations, remain far from mainstream.
- So, what's causing the holdup? 45% of loan officers surveyed cite the lack of borrower interest or comfort with digital closings as the biggest reason they don't offer more of them.
- Borrowers see it differently. 82% of recent homebuyers said they would be swayed to work with a lender that offered the opportunity to close virtually while 87% would switch to a lender that offered the option to use a smart phone or tablet to self-schedule an appraisal or closing appointment for the exact date and time of their choosing.
Fee education: Borrowers don't know as much as they think they do
- Borrowers are fairly confident they understand the fees that go along with buying a home. But loan officers aren't so sure.
- 53% of borrowers said they fully understand application and document fees, but only 39% of loan officers believe the borrowers they work with have a complete understanding of these fees.
- 50% of borrowers said they fully understand private mortgage insurance, while only 27% of loan officers said the borrowers they work with fully grasp it.
- 47% of borrowers said they fully understand lender origination fees, yet only 28% of loan officers agree. These knowledge gaps point to the need for more borrower education from originators to deepen borrower understanding on the importance of these fees.
Fix frustrations: Where borrowers want to see improvement
- When it comes to changes in the mortgage process, borrowers want to see greater speed (39%), increased transparency (39%) and less paperwork/more electronic forms (36%). Loan officers generally agree.
- In terms of where the industry should focus its efforts, loan officers say it should concentrate on reducing unexpected or hidden costs for the borrower (40%), increasing transparency (35%) and improving customer service by providing proactive support and guidance to the borrower (35%).
Read the full report here.
About ServiceLink
ServiceLink is the nation's premier provider of tech-enabled mortgage services. Through our award-winning, best-in-class, proprietary technology and decades of trusted experience, ServiceLink is revolutionizing the industry. Our dedicated teams set the standard in mortgage technology while providing end-to-end origination and default management services faster, with more clarity and precision. Our services improve efficiency and transparency throughout the entire mortgage process, truly Linking What Matters™, ServiceLink offers a full product suite of services, including valuation, title and closing and flood services to mortgage originators; and title and closing, field services, valuation, auction, REO asset management and reporting and support service to mortgage servicers. For more information about ServiceLink, visit www.servicelink.com.
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