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Mortgage Overview
Overview
Today’s home mortgage marketplace is more challenging and competitive than ever. Disruptions in the market have caused consumers to be more selective in their choices. In the prime segment of the market lower demand has afforded customers higher service levels. Many large national lenders have stepped up their ability to provide an error free experience. Today’s consumer is generally more savvy on their mortgage options, and it has been a ‘buyers market’ which has resulted in a more discriminating capability when shopping for the best loan and originator. As a result, in this industry, customer service is extremely important. If a prior loan service provider fails to meet a customers expectations in any regard, that person is often disinclined to consider that same lender in the future. Mortgage companies can thrive by understanding and ultimately addressing their customers needs on a continuous basis. The most successful companies have one thing in common - a direct line to the voice of the consumer.
J.D. Power provides actionable research and solutions based on the opinions of thousands of customers, and help companies understand what customers are thinking and what they really want, need, and look for from their lender.