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J.D. Power: Consumer Satisfaction with Mortgage Originators Declines.

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ENPNewswire-November 15, 2021--J.D. Power: Consumer Satisfaction with Mortgage Originators Declines

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Release date- 12112021 - Customer satisfaction with mortgage originators industrywide declined five points to 851 on a scale of 1,000, according to the J.D. Power 2021 Primary Mortgage Origination Satisfaction Study of both bank and nonbank mortgage lenders released today.

Overall satisfaction with primary mortgage originators dropped for both bank and nonbanks due largely to declines in satisfaction with the refinancing process, J.D. Power said, adding that mortgage originators have struggled to manage surging refinancing volume as a record $4.4 trillion in new loans were originated in 2020. Guild Mortgage was the highest-ranked mortgage originator with a score of 884, followed by Rocket Mortgage with a score of 876 and Citi at 875.

The survey also suggested that younger consumers seek a mix of self-service channels and human interaction when applying for mortgages-76% of Generation Y and Z (those born...

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