U.S. Primary Mortgage Origination Satisfaction Study

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The Challenge

As interest rates rise and the refinance boom slows, total loan volumes are on the decline, which means that continued growth will require lenders to take market share from competitors rather than simply maintain their current share of the market. Stricter underwriting guidelines required under such regulations as the Qualified Mortgage and Qualified Residential Mortgage rules have the potential to further reduce the population of eligible customers, which will amplify the decline in demand. Given the current market outlook, what can lenders do to differentiate themselves from competitors and maintain profitability?

The Solution

The J.D. Power 2014 U.S. Primary Mortgage Origination Satisfaction StudySM examines customer satisfaction with the origination experience among the largest mortgage lenders in the United States. The study provides an understanding of the needs, expectations, and desires of today’s mortgage customers, as well as insights into how lenders may improve not only customer satisfaction, but also customer loyalty and advocacy.

A study subscription will provide access to the information and tools needed to gain a comprehensive, in-depth understanding of best practices in the industry, show you how your firm and key competitors are performing, and identify key strengths and opportunities for improvement.

Study deliverables include:

  • An analyst briefing that provides insights into key industry trends and best practices that you may incorporate into your firm’s processes in order to improve customer satisfaction
  • Access to a personalized competitive data set, allowing you to see how your firm stacks up against key competitors, the industry, and the highest performers
  • A detailed performance analysis that spotlights key performance metrics and your effectiveness at meeting these metrics
  • An executive presentation that provides a summary of your firm’s results, compared with key competitors, and strategic advisement on areas with the greatest potential to improve performance

The Benefits

Mortgage firms that subscribe to the study will be better able to understand their competitive position at a detailed level, allowing them to pinpoint critical areas for improvement and make prudent investments in the service attributes that matter most to customers.