COSTA MESA, Calif., Nov. 8, 2018 /PRNewswire/ -- Customer satisfaction with primary mortgage originators has increased in 2018 as digital origination channels play a more significant role in the process, according to the J.D. Power 2018 U.S. Primary Mortgage Origination Satisfaction Study,SM released today. However, despite a clear preference for digital interaction at several points in the mortgage origination process, personal interaction with a representative still plays a key role, particularly when it comes to following up after an initial inquiry.
"The mortgage marketplace is changing rapidly as traditional players and new digital-native entrants ramp up their digital and mobile offerings," said John Cabell, Financial Services Practice Lead at J.D. Power. "While improved digital offerings are helping mortgage originators build customer satisfaction, it is important to find the right balance between digital, self-service offerings and personal interaction with a representative. Technology alone is not a magic bullet in this market; the key is knowing where to leverage it and where to layer in more traditional forms of one-on-one support."
Following are some key findings of the 2018 study:
Primary Mortgage Originator Rankings
Quicken Loans ranks highest in mortgage origination satisfaction for a ninth consecutive year, achieving a score of 876. Fairway Independent Mortgageranks second with a score of 873 and Guild Mortgage Companyranks third with a score of 857. Mr. Cooper has the greatest year-over-year improvement among rank-eligible companies, increasing 41 points from 2017.
The 2018 U.S. Primary Mortgage Origination Satisfaction Study measures customer satisfaction with the mortgage origination experience in six factors (listed alphabetically): application/approval process; interaction; loan closing; loan offerings; onboarding; and problem resolution.
The study is based on responses from 5,187 customers who originated a new mortgage or refinanced within the past 12 months. The study was fielded in July-August 2018.
For more information about the U.S. Primary Mortgage Origination Satisfaction Study, visit
See the online press release at http://www.jdpower.com/pr-id/2018211.
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SOURCE J.D. Power