How Mortgage Services Can Stay Ahead of the Customer Satisfaction Curve

By Craig Martin, Director-Mortgage Practice AND Paula Bibik, Sr. Research Manager-Financial Services

With the Consumer Financial Protection Bureau (CFPB) poised to implement mortgage servicing rules early next year, the threat of investigations and significant fines for non-compliance further raises the stakes of failing to provide a quality customer experience. Banks that consistently deliver a . . . Continue Reading How Mortgage Services Can Stay Ahead of the Customer Satisfaction Curve

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 . . . Continue Reading Phone Contact is Key For Mortgage Servicer Satisfaction