J.D. Power Study Indicates Customer Service Issue With Mortgage Technology.
Customers were slightly less satisfied with mortgage originators in the second quarter, and too much technology may be the culprit, according to the latest J.D. Power 2019 U.S. Primary Mortgage Origination Satisfaction Study. Lenders have been adding self-service technology to increase convenience in the mortgage process while trimming their customer-facing staff. But too much tech may fall short of customers’ expectations for service, the study notes.
“It is critical that originators get the balance right between tech and staffing to be able to deal with the swings in loan volume that can dramatically change from month to month,” says John Cabell, director of wealth and lending intelligence at J.D. Power.
Burns & Bertha – Changing Lives – Red Line Investors – © 2019
Publication published with the permission of J.D. Power