Publish: March 27, 2018  |  Press Release: March 29, 2018  |  2018 Sample Size: 4,008 completes

One of the big casualties of the great recession, when home values and interest rates plummeted, was home equity line of credit (HELOC). With interest rates again on the rise and home values steadily increasing, consumers have begun to again see the value of leveraging this product. At the same time, the next generation of borrowers, Millennials, are beginning to impact the lending market and are demonstrating a strong interest in HELOC. While lenders welcome the increased demand for their services, the challenge facing them is ensuring they understand what the expectations, needs, and wants are of today’s marketplace. Borrower behaviors and preferences have changed, and failing to adapt to the new competitive landscape could greatly impact their success and bottom line results.

The J.D. Power 2018 U.S. Home Equity Line of Credit StudySM examines customer satisfaction with the home equity experience—from initial research and application to usage and payment—among the largest U.S. banks. The study explores different customer segment preferences, behaviors, and perceptions that can help lenders refine their approach to target segments and streamline their process. It also benchmarks bank performance against competitors and identifies key areas of strength and opportunities for improvement that can help banks deliver a highly satisfying experience that positively impacts the bottom line.

A study subscription provides access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your bank is performing and to identify key areas needing improvement.

Questions this study will address include:

Study deliverables include:

  • Customized executive presentation and in-person discussion that includes data-driven, actionable recommendations for achieving strategic goals
  • Net Promoter Score®—This study includes Bain Certified NPS® by J.D. Power. Several NPS® questions will be added to the respondent files and available on VoX and via a word cloud and rank chart
  • Competitive survey data and industry reports
  • Data and analytical tools for performance insights and competitive peer comparisons
  • Access to VoX 3.0—a study that is available on the interactive interface, VoX 3.0

Net Promoter System®, Net Promoter Score®, NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.