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The joy of customer satisfaction: J.D. Power is well-known for measuring car brands that win the highest grades from their owners. Now the firm has ventured into mortgage brands. USAA Federal Savings Bank won top honors for overall customer satisfaction in the 2003 home mortgage provider study. Others winning smiles from their customers: BB&T, SunTrust Mortgage, Wells Fargo Home Mortgage and First Horizon.(Research)
- Article from:
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Mortgage Banking
- Article date:
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September 1, 2003
- Author:
- England, Robert Stowe
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Copyright informationCOPYRIGHT 2003 Mortgage Bankers Association of America. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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THE MORTGAGE EXPERIENCE HAS DOZENS OF TOUCH POINTS BETWEEN CUSTOMER AND LENDER. It is an array of human interactions and processes, each with many moving parts. There are many third parties involved--Realtors, brokers, correspondents, title companies, closing agents, insurance companies, appraisers that can make or break a customer relationship for a lender. And that doesn't even begin to discuss servicing. Lenders face a daunting task trying to keep everything flowing smoothly and in a timely manner, and preventing anything from going wrong that will alienate their customers. As mortgage lenders are painfully aware, there are plenty of customers who are more than willing and ...