Tag Archives: Customer Satisfaction

Established relationships with lenders still play a crucial role for borrowers looking at home equity line of credit (HELOC) according to the latest U.S. Home Equity Line of ...

The mortgage industry is embracing digital technology, but is it actually speeding up the origination process? Customers aren’t so sure.

The housing crisis impacted the reputation of the mortgage servicing industry in the eyes of the public. But as the years went by, the industry had slowly rehabilitated ...

Contrary to some reports in the mortgage industry that customer experience investments are unnecessary and unprofitable, a recent study indicates that investing in the customer experience does pay off for mortgage servicers.

RoundPoint Mortgage Servicing customers concerned about any issues surrounding their loan can now access the company's Consumer Ombudsman online, thanks to an upgrade introduced this week.

Mortgage finance customers in the last year rated their experience as a C-plus, according to a recent report from J.D. Power, with overall satisfaction averaging 786 on a 1,000-point scale. That compares to a rating of 771 in the company's 2013 survey.

A new customer satisfaction survey released by J.D. Power breaks down the top priorities among clients working with real estate brokerages, ranking the customer/agent relationship as most important factor for homebuyers—particularly first-timers, who benefit most from clear communication, says Christina Cooley, director in the diversified services industries practice at J.D. Power.

Mortgage servicers have made substantial progress over the last year in improving borrowers' customer experience, a new survey released by J.D. Power shows. In its yearly survey of customer satisfaction for primary mortgage servicers, the company found the servicing industry as a whole averages 754 on a 1,000-point scale, up more than 20 points from last year.

Out of a poll of more than 2,000 homeowners, Redfin found an even 25 percent would not buy their current home if they had a chance to do it over. Most of the dissatisfaction came from younger people and stemmed from their relationship with the real estate agent, suggesting a generational divide. Not surprisingly, the group with the least buyer’s remorse were those over 65.

As part of its "Know Before You Owe" initiative to streamline mortgage lending, CFPB released Wednesday the results of a year of research on the closing process, including comments collected from both consumers and market participants. The findings indicate frustration all around. Among consumers, the most common complaints the bureau saw dealt with the complexity and sheer amount of paperwork required to finalize a loan.