Decoding Customer Satisfaction and Loyalty: Key Insights from J.D. Power’s Latest Mortgage Studies: Jan. 21

January 5, 2026

About the Event

This webinar examines critical findings from J.D. Power’s latest mortgage origination and servicing studies, revealing why traditional customer acquisition and retention strategies are changing. We’ll explore some of the challenges reshaping competitive dynamics in the mortgage industry:

• The Experience-Loyalty Disconnect: Despite digital investments, many lenders are losing customers to competitors who’ve mastered the relationship-building aspects of the mortgage journey – from first contact through long-term servicing.
• The Servicing Blindspot: J.D. Power data shows servicing quality directly impacts retention. More servicers today are beginning to treat servicing quality as a primary relationship engine and competitive differentiator in creating long-term customers.
• Homeownership Lifecycle: Recent acquisitions and consolidations are leading lenders to reassess their go to market strategies to focus on how best to maximize their competitive advantages

Date/Time:

Wednesday, Jan. 21 (2:00 PM – 3:00 PM ET)

Objectives:

• Understand why borrowers choose their lender
• Explore the differences in when and how leads are converted into customers
• Implement technology to the borrower’s greatest advantage
• How to develop competitive positioning against larger platforms
• How do the borrowers of the future differ from those of the past

Target Audience:

• Branch Managers and Heads of Production
• Loan Officers and Loan Officer Assistants
Servicing Executives and Department Heads
• IT Staff, Data Managers, and Programmers
• Marketing

Speaker(s):

• Moderator: Marina Walsh, Vice President, Industry Analysis, MBA
• Bruce Gehrke, Head of Lending Intelligence, J.D. Power