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Tag Archives: Customer Satisfaction

Is the Customer Always Right?

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 ...

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Survey: Agent/Client Relationship Key for First-Time Buyers

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.

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Servicers Rate Higher in Customer Satisfaction in 2014

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.

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Poll: One in Four Homeowners Feel Buyer’s Remorse

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.

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CFPB Report Details ‘Pain Points’ of Loan Closing Process

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.

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