Customer Dissatisfaction With Servicers Is Growing

Dymi, Amilda
September 2011
Mortgage Servicing News;Sep2011, Vol. 15 Issue 9, p1
The article reports on the factors that contributed to the customer's dissatisfaction on mortgage servicers in the U.S. It highlights the result of J.D. Power & Associates Inc.'s 2011 U.S. Primary Mortgage Servicer Satisfaction Study, which indicates mortgage servicers' lack of capacity to refinance frustrated home owners who originated their mortgages during the peak of the housing boom. The study suggests that the homeowner's disappointment on mortgage services may affect their brand image.


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