ABA Banking Journal
No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
SUBSCRIBE
ABA Banking Journal
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive
No Result
View All Result
No Result
View All Result
ADVERTISEMENT
Home Mortgage

Survey: Customers want trust and support from mortgage servicers

August 2, 2022
Reading Time: 1 min read
Survey: Customers want trust and support from mortgage servicers

Homeowners want to feel supported by their mortgage servicers, particularly with a possible recession looming, according to the results of a recent J.D. Power study charting mortgage servicer satisfaction.

Overall customer satisfaction for mortgages originated and serviced by the same company was 646 (on a 1,000-point scale), though satisfaction scores dropped to 513 when the mortgage was transferred. Customer trust fell 145 points to 511 when a loan was transferred versus when it was originated and serviced by the same company. Firms that transferred loans suffered significantly in terms of customer satisfaction; only 15% of customers who had their loans transferred said they were “very likely” to consider using the original lender in the future. Out of the top five highest-ranking mortgage servicers, three were banks: Huntington National Bank (with a satisfaction score of 669), Regions Mortgage (661) and Chase (658).

More than four in 10 mortgagees with transferred loans said the process wasn’t “very easy.” Among this group, problem incidence was higher (27%) than the problem incidence among customers who said the process was “very easy” (12%). When the transfer process was perceived as “very easy,” satisfaction was 183 points higher than when the process was “somewhat easy,” “somewhat difficult” or “very difficult,” and these customers were much less likely to interact with a live representative.

“Customers respond favorably when brands communicate their intentions and provide clear guidance on what is happening and why,” said J.D. Power’s Tom Lawler, adding that mortgage industry complexity, particularly transfers, “creates challenges in customer understanding,” and that customer satisfaction increasingly will be “critical” to mortgage brands’ success. “Transparency will be a big part of creating the trust that will determine business success,” he said.

ADVERTISEMENT
Tags: Customer satisfactionMortgageSurveys
ShareTweetPin

Related Posts

BAFT releases report on best practices, guidance for ISO 20022 migration

ABA offers fixes for small-business lending data collection rule

Commercial Lending
July 18, 2025

In a letter, ABA said it is pleased with the CFPB's proposal to revise its small-business lending data rule and offered several recommendations to reduce the compliance burden for banks.

Retail sales decreased 0.8% in January

ABA DataBank: Retail sales rebounded in June

Economy
July 18, 2025

Despite recent softening and apprehension over price increases, consumer spending was robust over the month.

CFPB claims ‘complex’ pricing drives up cost of financial products

CFPB to keep notification procedures for state enforcement of consumer law

Compliance and Risk
July 18, 2025

The CFPB is reversing course on its earlier decision to eliminate the procedures under which state officials must notify the bureau if those officials plan to enforce the Consumer Financial Protection Act.

Consumer Sentiment declined in April

Consumer sentiment rises in July

Economy
July 18, 2025

The University of Michigan Consumer Sentiment Index increased 1.8% in July compared to the month prior, landing at 61.8, according to preliminary results for the month.

ABA points to role of regulators in discouraging bank engagement in digital assets

ABA, associations urge OCC to postpone crypto firm applications for bank charters

Newsbytes
July 18, 2025

ABA joined four banking and credit union associations in raising concerns about a push by digital asset firms to establish national trust banks, saying there are significant policy and legal questions as to whether the applicants' proposed business...

Housing starts rise in June

Housing starts edge up in June

Economy
July 18, 2025

Privately-owned housing units authorized by building permits in June increased to a seasonally adjusted annual rate of 1.397 million, according to the U.S. Department of Commerce.

NEWSBYTES

ABA offers fixes for small-business lending data collection rule

July 18, 2025

ABA DataBank: Retail sales rebounded in June

July 18, 2025

CFPB to keep notification procedures for state enforcement of consumer law

July 18, 2025

SPONSORED CONTENT

Navigating Disruption in Ag Lending – Why Tariffs Are Just the Tip of the Iceberg

Navigating Disruption in Ag Lending – Why Tariffs Are Just the Tip of the Iceberg

July 1, 2025
AI Compliance and Regulation: What Financial Institutions Need to Know

Unlocking Deposit Growth: How Financial Institutions Can Activate Data for Precision Cross-Sell

June 1, 2025
Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

Choosing the Right Account Opening Platform: 10 Key Considerations for Long-Term Success

April 25, 2025
Outsourcing: Getting to Go/No-Go

Outsourcing: Getting to Go/No-Go

April 5, 2025

PODCASTS

The future of careers in risk and compliance

July 17, 2025

Breaking down the bank-related provisions in the big budget bill

July 10, 2025

Podcast: Inside ABA’s new Treasury Check Verification System API

June 25, 2025
ADVERTISEMENT

American Bankers Association
1333 New Hampshire Ave NW
Washington, DC 20036
1-800-BANKERS (800-226-5377)
www.aba.com
About ABA
Privacy Policy
Contact ABA

ABA Banking Journal
About ABA Banking Journal
Media Kit
Advertising
Subscribe

© 2025 American Bankers Association. All rights reserved.

No Result
View All Result
  • Topics
    • Ag Banking
    • Commercial Lending
    • Community Banking
    • Compliance and Risk
    • Cybersecurity
    • Economy
    • Human Resources
    • Insurance
    • Legal
    • Mortgage
    • Mutual Funds
    • Payments
    • Policy
    • Retail and Marketing
    • Tax and Accounting
    • Technology
    • Wealth Management
  • Newsbytes
  • Podcasts
  • Magazine
    • Subscribe
    • Advertise
    • Magazine Archive
    • Newsletter Archive
    • Podcast Archive
    • Sponsored Content Archive

© 2025 American Bankers Association. All rights reserved.