Home Mortgage Service Satisfaction Ratings

2011 Primary Mortgage Servicer Satisfaction Study

Overall Satisfaction: This score is based on how customers rate their current home mortgage servicer. Close Billing and Payment Process: This score is based on how customers rate their home mortgage servicer on the usefulness and clarity of billing statements, ease of accessing account information, and the variety of methods and amount of time given to pay their bill. Close Escrow Administration: This score is based on how customers rate their home mortgage servicer on the management of escrow payments, effectiveness of communication, and ease of understanding their annual escrow analysis. Close Website: This score is based on how customers rate their home mortgage servicer's website on the ease, appearance, and clarity of the website as well as the timeliness of resolving problems/questions/requests. Close Phone Contact: This score is based on how customers rate their current home mortgage servicer on any telephone (automated or live) contact with the servicer. Close