"Customer satisfaction scores for mortgage servicers have declined to 596 out of 1,000, indicating a drop of 10 points from the previous year. Satisfaction with servicers has decreased across all areas of measurement."
"The study reveals a significant disconnect in the mortgage customer journey, showing that while satisfaction with mortgage origination is at an all-time high at 727, satisfaction with servicing remains critically low."
"Only 31% of mortgage customers feel that their servicer's messages are engaging, highlighting communication gaps that affect overall satisfaction levels."
"Personalized communication improves customer satisfaction, yet only 32% of customers rated their servicer's overall communication highly, showing a decline from the prior year."
Customer satisfaction with mortgage servicing has dropped considerably, scoring 596 on a 1,000-point scale, a decline of 10 points from the previous year. This downturn contrasts sharply with increased satisfaction in mortgage origination, which reached 727. Communication deficiencies are highlighted, as only 31% of customers find servicer messages engaging. Personalization in communication improves perception, yet high satisfaction rates for overall communication decreased to 32%. Economic factors contributing to customer dissatisfaction include high rates, declining volumes, and the struggle for servicers to engage effectively with customers.
Read at www.housingwire.com
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