Phone Contact is Key For Mortgage Servicer Satisfaction

According to our 2012 U.S. Primary Mortgage Servicer Satisfaction Study released today, Phone Contact accounts for only 15% of the overall Satisfaction Index.  However, when a customer has a phone contact with their mortgage servicer, this experience increases in importance and accounts for 57%, becoming the most important factor in determining the customer’s overall satisfaction.

Improvement in this area is critical for banks, and the following best practices will help you to create a more positive customer experience:

Emphasize the “who” vs. the “what”

In many cases, customers who call their servicer are facing major financial challenges that require understanding and empathy. When reps do not demonstrate concern and courtesy, they jeopardize the effectiveness of any knowledge they convey.

Understand what resolution customers seek and set appropriate expectations

Mortgage servicers should take the time to understand customers’ goals before explaining the steps to achieving them and establishing a realistic time frame for resolution.

Strive for first-call resolution

Even when problems are not resolved, avoiding the need for additional customer contacts improves their experience. For more complex issues, set clear expectations and proactively contact customers with updates so they will not need to follow up.

Focus on addressing the most common issues, with first-call resolution as a goal

Designing a simple process to address the most common issues reduces the time needed to achieve resolution.  It also demonstrates a level of competency that improves customer confidence in the solutions being provided.  Plus, it helps employee morale!

For more insights and best practices, join us for the 2012 Primary Mortgage Servicer Satisfaction Study webcast!

Complementary Webcast Details:

Date:  Thursday, July 26 – 2:00 PM EST

For more information regarding this study, please contact: Holly Zagresky at (248) 680-6319 or via email at

Data Source:  The chart included in this post is from J.D. Power and Associates 2012 U.S. Primary Mortgage Servicer Satisfaction Study. 


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