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Homeowners have grown more satisfied with their mortgage services compared to last year, according an annual study by J.D. Power.
The study is based on responses from more than 4,600 customers and measures how satisfied mortgage borrowers are with their servicers in four categories.
- Billing and payment process.
- Escrow account administration.
- Servicer’s website.
- Phone contact.
Overall satisfaction in these categories was 733 on a 1,000-point scale. That’s up from 725 last year.
This is the second year in a row the study shows improvements in borrowers’ satisfaction, says Craig Martin, director of the mortgage practice at J.D. Power. Prior to last year, satisfaction had declined each year since the financial crisis of 2008.
Changes mandated by the National Mortgage Settlement and new regulations imposed by the Consumer Financial Protection Bureau seem to be contributing to improve the relationship between borrowers and mortgage servicers, Martin says.
“Lenders are doing a much better job and getting more effective in their communication with borrowers,” Martin says.
The servicers that ranked the highest on the survey are:
- BB&T.
- Regions Mortgage.
- SunTrust Mortgage.
The servicers with the lowest rankings are:
- EverHome Mortgage.
- Ocwen Loan Servicing.
- Nationstar Mortgage.
Are you happy with your mortgage servicer? Where would you like to see improvement?
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