U.S. Primary Mortgage Servicer Satisfaction Study

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The Challenge

Following the National Mortgage Settlement and in preparation for the new CFPB servicing regulations, mortgage firms have faced an unprecedented number of changes. To effectively meet these challenges and remain competitive, mortgage servicers need to understand and apply key best practices that have the greatest potential to drive high levels of customer satisfaction.

The Solution

The J.D. Power 2014 U.S. Primary Mortgage Servicer Satisfaction StudySM examines customer satisfaction with the servicing experience for the largest U.S. mortgage servicers. The study provides a better understanding of the needs, expectations, and desires of today’s mortgage customers, as well as insights into how firms may not only improve customer satisfaction, but also commitment and advocacy.

A study subscription will provide access to the tools needed to gain a comprehensive, in-depth understanding of how your firm is performing and to identify areas needing improvement.

Study deliverables include:

  • An industry analysis that provides insights into key industry trends and study findings, allowing your firm to maximize performance throughout the entire mortgage servicing experience
  • Access to a personalized competitive data set, allowing you to see how your firm stacks up against competitors, the industry, and the highest performers
  • A detailed performance analysis that displays key performance metrics and frequencies
  • An executive presentation that provides a summary of your firm’s results against those of key competitors and advisement on areas needing improvement

The Benefits

Mortgage servicing 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.