2009 Primary Mortgage Origination Study

Overall Satisfaction: This score is based on how customers rate their current home mortgage originating lender overall. Close Application/ Approval Process: This score is based on how customers rate the variety of loan options to choose from, competitiveness of interest rates offered, ease of completing loan application, length of time from loan application to final approval and accuracy of monthly payment calculations. Close Loan Officer/Mortgage Broker: This score is based on how customers rate the time the representative spent helping understand their options, the representative’s ability to answer questions, how well the representative kept them informed of the progress of their application and the courtesy of their representative. Close Closing Process: This score is based on how customer rate the accuracy of closing documentation, ease of understanding closing documents, convenience of closing, length of time from final loan approval to closing, accuracy of payoffs and accuracy of the actual closing costs. Close Most Recent Contact: This score is based on how customers rate their mortgage provider on contact. Close