Other highlights from the 2009 Primary Mortgage Servicer Satisfaction Study include:

• Regions Mortgage ranks highest in customer satisfaction among primary mortgage servicers with a score of 780 and performs particularly well in the annual account review/administration and payment processing areas.
• BB&T (Branch Banking and Trust) follows Regions Mortgage with a score of 777, and U.S. Bank ranks third with 771.
• Among the companies included in the study, those that rank highly tend to perform exceptionally well in limiting the number of customer-reported problems, which results in high brand image ratings.
• More than 20 percent of customers whose mortgage servicers consistently perform all five top service practices say they "definitely will" recommend their mortgage servicer to others. Among those mortgage servicers that fail to perform three or more of the top service practices, nearly one-third of customers say they would not choose the servicer again.
• 18 percent of customers who contacted their servicer had difficulty understanding the representative. Among those customers, contact satisfaction declines dramatically to an average of 353, compared with an average of 707 among customers who didn't have difficulty understanding their representative.
• The most commonly cited reasons for difficulty in understanding the representative include the fact that the representative spoke with an accent or the representative did not speak well or articulate clearly.

About the Study
The 2009 Primary Mortgage Servicer Satisfaction Study is based on responses from more than 5,000 homeowners regarding their experiences with their primary mortgage servicer and was fielded in May 2009.

For More Information:

• View Home Mortgage Servicer Satisfaction Ratings
• View Other Finance Ratings
• Read more Finance Articles
• Read the Press Release