J.D. Power, Troy, Mich., said mortgage servicers earned high levels of customer satisfaction during the pandemic, but warned as loan forbearance programs come to an end and more normalized customer interactions resume, traditional banks are starting to lose their edge over non-bank lenders.
Tag: J.D. Power
J.D. Power: Annual Satisfaction Study Reveals ‘Underlying Problems’ in Mortgage Industry
Record-low interest rates and low housing inventories have driven U.S. home sales to a 14-year high and yet another refinancing boom—the Mortgage Bankers Association now estimates 2020 mortgage originations to jump to $3.18 trillion—but it has also exposed underlying weaknesses in lender and servicer strategies, said J.D. Power, Troy, Mich.
J.D. Power: Mortgage Customer Satisfaction Improves, but Loan Boom Reveals ‘Foundation Cracks’
J.D. Power, Costa Mesa, Calif., said overall customer satisfaction with primary mortgage originators improved throughout most of 2019 but dropped off significantly in the second quarter as loan origination volume surged.