Communication and Transparency Drive Higher Mortgage Origination Satisfaction

By Karen Licker

Overall customer satisfaction with mortgage lenders has reached its highest level in the past six years, according to our  J.D. Power and Associates 2012 U.S. Primary Mortgage Origination Satisfaction StudySM released today.

For a second consecutive year, overall customer satisfaction has increased to 761 (on a 1,000-point scale) in 2012 from 747 in 2011 and 734 in 2010.  This increase in customer satisfaction is driven by steady improvements related to transparency and communication.  The study finds that during the past three years, lenders have improved in the following areas:
  • Clearly explaining loan options and ensuring customers understand them
  • Following up with customers in a timely manner after they complete their application
  • Proactively updating customers on the status of their application

Furthermore, the results of the study show that there is a strong relationship between satisfaction with the origination process and the rates of customer consideration and usage of the same lender for refinancing. Among loan customers who have refinanced in 2012, only 40 percent cite price as their main reason for selecting their lender. Other reasons commonly cited for selection include an existing relationship; previously being a customer; and referrals.

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