Securing a mortgage for a home can be a stressful experience. But those who have gone through the process say an online mortgage servicer beats all of its brick-and-mortar competitors when it comes to customer service.
Rocket Mortgage by Quicken Loans took the top spot — by a large lead — in J.D. Power’s 2021 U.S. Primary Mortgage Servicer Satisfaction Study. This is the eighth consecutive year that the online lender has ranked No. 1.
For the 2021 study, more than 8,500 homeowners who had obtained a new mortgage or refinanced an existing mortgage more than 12 months prior were polled. The study evaluated their customer satisfaction based on the following factors:
- Customer interaction
- Communications
- Billing and payment process
- Escrow account administration
- New customer orientation
Of the more than 30 mortgage servicers included in the study, 14 earned overall customer satisfaction scores that exceeded the industry average of 787 out of 1,000 points. These servicers — and their scores — are:
- Rocket Mortgage by Quicken Loans — 860 out of 1,000 points
- Guild Mortgage — 825
- Huntington National Bank — 824
- Chase — 814
- Citizens Mortgage — 810
- Regions Mortgage — 809
- Bank of America — 806
- LoanDepot — 805
- TD Bank — 805
- U.S. Bank — 805
- Fifth Third Mortgage — 799
- Freedom Mortgage — 792
- M&T Mortgage — 792
- SunTrust Mortgage — 792
Navy Federal Credit Union and USAA Federal Savings Bank also earned above-average customer satisfaction scores. In fact, with scores of 889 and 885, respectively, they out-scored Rocket Mortgage. 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 study criteria.
To see how other companies ranked, check out J.D. Power’s 2021 study — the rankings are on Page 3.
How to get the best mortgage rate
As we noted above, 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.
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