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J.D. Power and Associates
 
 
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Industries Served: Financial Services—Mortgage

Home > Financial Services > Overview > Benchmarking Studies

Independent Benchmarking Studies

J.D. Power and Associates independent benchmarking banking studies are based on an industry assessment via surveys sent to thousands of customers who obtain home loans and receive mortgage services. J.D. Power independently funds and conducts industry- wide assessments of banks annually and publicly announces highlights and findings through its Consumer Center Web site and the media. The detailed studies are offered to companies to help them:

  • Establish benchmarks for quality and customer satisfaction
  • Understand their strengths and weaknesses and those of their competitors
  • Identify specific tactics to improve quality and customer satisfaction

All Financial Services studies are available through J.D. Power Compass.™ This online method of delivery allows easy navigation through data and reports providing a number features and benefits including:

  • Web portal delivery for easy accessibility 24/7
  • Detailed data and robust tools giving users the control to conduct provider-to-provider and provider-to-industry comparisons down to the finest details of performance
  • Gap point analysis that graphically displays the positive or negative gap on key driver performance between any two providers of choice profiled in the study
  • Ability to capture your analyses for download into common applications such as Excel and PowerPoint
  • A number of reports presenting key findings, industry trending, and connections; reports are in PDF format, downloadable and printable
  • Access to a complete, downloadable dataset that includes all information collected in the study
View Details
bullet Primary Mortgage Origination Study
View Details
bullet Primary Mortgage Servicer Study
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Frequently Asked Questions

Q: What is an Independent Benchmarking Study?

A: These are industry level studies performed completely independently by J.D. Power and Associates. We fund the study, obtain sample, interview respondents, and compare companies within an industry to provide rankings of customer satisfaction. Companies for which we receive at least 100 completed surveys are ranked in our studies. The results are made public through a press release showing the overall rankings of companies included in the study and more detailed rankings, including the major factors, are available publicly on our Web site www.jdpower.com. Detailed reports of the findings showing company by company comparison on overall satisfaction, the major factors, and detailed questions are available for purchase by any company, whether they are included in the survey or not.

Q: How many total completed surveys per company are you targeting to get?

A: On average, we work to secure 300 survey responses per company for the companies targeted. There is an absolute minimum of 100 survey responses required for inclusion in the final report.

Q: If our company is already included in the study but we want to increase our sample size, can we do so?

A: Yes, in many of our other benchmarking studies, clients request that we target more survey responses in order to allow for more detailed analysis. This is called over sampling. This option involves additional cost to the company in order to secure sufficient sample from the field.
   
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