When homeowners take out a mortgage, they want the loan to remain with one company — and when it doesn’t, customer satisfaction plummets, according to new findings from J.D. Power.
Mortgages that originate and are serviced by one company get an overall customer satisfaction rating of 646 on a 1,000-point scale, according to the consumer research firm’s 2022 U.S. Mortgage Servicer Satisfaction Study.
However, customer satisfaction dips to 513 when the company that originated the mortgage transfers it to another company.
The company that makes the transfer of the mortgage also takes a hit in the eyes of customers, with just 15% of homeowners saying they would be “very likely” to consider using the lender in the future.
The top 10 in the survey are:
- New American Funding: 695
- Rocket Mortgage: 672
- Huntington National Bank: 669
- Regions Mortgage: 661
- Chase: 658
- Guild Mortgage: 655
- Citizens Mortgage: 648
- Bank of America: 645
- United Wholesale Mortgage: 643
- Truist (including BB&T and SunTrust): 641
Among the more than two dozen servicers in the survey, the average customer satisfaction score was 607.
The 2022 study surveyed more than 8,000 homeowners who had been with their current mortgage loan servicer for at least one year. The study evaluated their customer satisfaction based on the following six factors, listed in order of importance:
- Level of trust
- Makes it easy to do business with
- Keeps me informed and educated
- Resolving problems or questions
- Digital channels
USAA and Navy Federal Credit Union also earned above-average customer satisfaction scores. In fact, with scores of 760 and 746, respectively, they out-scored New American Funding. However, J.D. Power notes that these two companies, which serve only military members and their families, were not included in the above ranking because they did not meet the study criteria.
To see how other companies ranked, check out J.D. Power’s 2022 study.
How to get the best mortgage rate
Securing a mortgage can rattle anyone’s nerves. We all want to make the right decisions when choosing something as big — and financially impactful — as a home loan.
Mistakes can be costly, as we noted in “The 6 Worst Mortgage Mistakes You Can Make“:
“Getting an affordable property at a great rate can make you feel as if life couldn’t be any sweeter. But ask anyone who bought a house with a mortgage they didn’t understand and couldn’t afford, and they will tell you the house has brought them frustration and tears.”
One way to shop rates in one stop is to visit Money Talks News’ Solutions Center. There you can search for the best rate on a new mortgage. Or, if you already own a home, search for a great rate on a refinance.