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Customer experience

Rocket tops customer ratings but industry sees overall drop

Customer experience, Customer service, Marketing, MARKETING TO BORROWERS, Mortgage technology, Originations /

Consumer satisfaction with their mortgage lender lags their opinions on the life, health and property and casualty insurers they do business with, with year-over-year scores for the industry falling. The American Customer Satisfaction Index 2025 Insurance and Mortgage Lenders Study gives the real estate finance business a score of 74, down 1% from a year […]

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Servicers lag originators in J.D. Power scores

Customer experience, Customer service, Originations, Servicing /

For the first time, J.D. Power is comparing trends it sees in mortgage servicer customer satisfaction scores with what’s happening on the originator side. This analysis is telling of a business going in two different directions. While the latest originator survey, released in November, found a 3-point year-over-year drop, the industry average was still a

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