Tag Archives: J.D. Power

Rebranding their U.S. Primary Mortgage Servicer Satisfaction Study to the U.S. Mortgage Servicer Satisfaction Study, J.D. Power surveyed over 11,000 people about their interactions with and trust in their mortgage servicers.

Despite advances in mortgage technology, J.D. Power has found that customers are more satisfied with one-on-one interactions in lieu of an all-digital approach.

Borrowers are overall more satisfied with their mortgage servicers than they were a year ago, but the pandemic has spotlighted areas of improvement.

Servicers and lenders must differentiate their digital offerings and create customer experiences that are in line with increasing technology standards. Here’s why.

At-risk customers, those that J.D. Power defines currently behind in their mortgage payments or concerned about keeping current during the next year, represent only 15 percent of the survey respondent pool. This small group has been the center of regulatory and other government agencies such as the Consumer Financial Protection Bureau (CFPB), Fannie Mae, and Freddie Mac.

Century 21 gained the highest customer satisfaction rating among real estate brokerages in all four buyer/seller categories, according to the J.D. Power 2014 Home Buyer/Seller Satisfaction Study released on Aug. 6. The four categories measured were: first-time buyers, repeat buyers, ...

Repeat buyers and sellers averaged a higher score when measuring customer satisfaction compared to first-time homebuyers, according to a study from J.D. Power. For the year, repeat homebuyers averaged a score of 817 out of 1,000, while the score for repeat sellers was 803. On the other hand, the score for first-time buyers and sellers was 797. The study also found first-time homebuyers have been more active this year, representing 49 percent of buyers in 2013 compared to 40 percent in 2012.

There are some things we tend to take as fundamental truths. Nowadays, people may add to their roster the idea that home buyers and sellers seem to downright dislike their real estate companies. According to a recent report by J.D. Power and Associates, home buyer satisfaction with national real estate companies fell to its lowest level in the history of the five-year-old survey, a record low on par with mortgage rates.

Servicers received higher scores from customers this year compared to 2011, according to a study from J.D. Power and Associates Thursday. On a 1,000 point scale, overall satisfaction with primary mortgage servicers increased to 725 from 718 in 2011. The study looks at four areas to gauge customer satisfaction: billing and payment process; escrow account administration; website; and phone contact. Overall satisfaction among customers who are considered to be at-risk improved the most, increasing by 27 points from last year.

Consumers' overall satisfaction with primary mortgage servicers has decreased significantly since 2010, according to the results of a study released by J.D. Power and Associates Monday. Overall satisfaction fell from 747 in 2010 to 718 in 2011. J.D. Power and Associates measures customer satisfaction on a 1,000-point scale, taking four areas of servicing into consideration: billing and payment process; escrow account administration, phone contact, and website. A decline was present in all areas.