Portfolio Retention KPIs

14 metrics for servicing portfolio management

Servicing retention metrics track how well a lender captures refinance and purchase opportunities within their existing portfolio and manages the health of loans post-close. These KPIs are critical for protecting MSR value and long-term servicing income.

Retention & RecapturePortfolio HealthServicing Revenue

14KPIs

78%Avg. Benchmark Attainment

Filters:

Retention & Recapture

Customer Retention Rate

critical

Percentage of existing borrowers who return to the same lender for their next mortgage transaction (refinance or purchase)

22.0%current

Upward = Good

Details

Recapture Rate

critical

Percentage of borrowers in your servicing portfolio who refinance with you rather than a competitor

26.0%current

Upward = Good

Details

Portfolio Runoff Rate

high

The annualized rate at which loans exit the servicing portfolio through payoff, refinance, or sale

12.0%current

Downward = Good

Details

Constant Prepayment Rate (CPR)

critical

Annualized percentage of the outstanding principal expected to prepay in a given month; key driver of MSR value

14.0%current

Downward = Good

Details

At-Risk Borrower Identification Rate

high

Percentage of portfolio borrowers flagged as refinance-eligible (rate benefit ≥ 50bps) who have been contacted with a retention offer

72.0%current

Upward = Good

Details

Borrower Satisfaction Score (Servicing)

high

Average customer satisfaction score collected post-close and at annual servicing touchpoints (NPS or CSAT scale)

52current

Upward = Good

Details

Portfolio Health

Delinquency Rate (30/60/90 Day)

critical

Percentage of loans in the servicing portfolio that are 30, 60, or 90+ days past due

2.4%current

Downward = Good

Details

Forbearance Rate

high

Percentage of active loans currently in a forbearance plan

0.8%current

Downward = Good

Details

Loss Mitigation Success Rate

high

Percentage of delinquent or at-risk loans that are successfully resolved through modification, repayment plan, or workout without proceeding to foreclosure

78.0%current

Upward = Good

Details

Foreclosure Rate

critical

Percentage of total serviced loans that enter formal foreclosure proceedings in a given period

0.3%current

Downward = Good

Details

Escrow Accuracy Rate

medium

Percentage of escrow accounts that do not require a shortage correction at annual analysis

89.0%current

Upward = Good

Details

Servicing Revenue

Net Servicing Revenue per Loan

critical

Total servicing fee income minus servicing expenses (advances, staffing, technology, compliance) on a per-loan basis

72current

Upward = Good

Details

MSR Portfolio Value (as % of UPB)

critical

Fair market value of mortgage servicing rights expressed as a percentage of unpaid principal balance

1.2%current

Context Dependent

Details

Servicing Cost per Loan (SCPL)

high

All-in cost to service a single loan for one year including personnel, technology, compliance, and advances

215current

Downward = Good

Details