Mortgage Servicers Score Points with Customers during Pandemic but Threats Loom for Banks, J.D. Power Finds
Bank-affiliated servicers, which have historically outperformed non-banks by a large margin, gain just four points in satisfaction this year.
- Bank-affiliated servicers, which have historically outperformed non-banks by a large margin, gain just four points in satisfaction this year.
- Overall satisfaction among at-risk customers increases 15 points year over year, while satisfaction scores among low-risk customers declines one point.
- Satisfaction scores among customers who also use their servicers bank products are 55 points higher than among those who have mortgage-only relationships.
- Rocket Mortgage (which includes Quicken Loans) is the highest-ranked mortgage servicer for an eighth consecutive year, with a score of 860.