J.D. Power: Satisfaction With Mortgage Servicers Increased During Pandemic
Banker & Tradesman, Aug. 5, 2021
While a combination of relief efforts and pivots to digital solutions helped mortgage servicers earn high levels of customer satisfaction during the pandemic, much of that improvement in satisfaction came from non-bank companies that have started to gain an edge over bank lenders, a recent study from J.D. Power said. Rocket Mortgage, which includes Quicken Loans, was the highest-ranked mortgage servicer with a score of 860. Guild Mortgage (825) ranked second and Huntington National Bank (827) ranked third. The industry average was 787.