2009 Primary Mortgage Servicer Satisfaction Study

Overall Service Experience: This score is based on how customers rate their current home mortgage service provider. Close Billing Statements/ Payment Coupon Book: This score is based on how customers rate the timeliness, clarity, and accuracy of their billing statements/payment coupon book provided by their current home mortgage service provider. Close Payment Processing: This score is based on how customers rate the variety, speed, and accuracy of their payment processing experience by their current home mortgage service provider. Close Annual Account Review/ Administration: This score is based on how customers rate their current home mortgage service provider on the handling of escrows funds for taxes/insurance, timeliness, accuracy, and clarity of account statements, as well as the ease of accessing their account information. Close Contact: This score is based on how customers rate their current home mortgage service provider on any customer-initiated telephone (automated or live) contact with the lender. Close