Why Mortgage Borrowers Are Suddenly Happier: The JD Power Surprise
Mortgage satisfaction scores just hit a five-year high—and it’s not because rates are lower. Tim Lucas and Craig Berry break down how lenders boosted customer happiness by ditching the assembly-line approach and actually explaining the process.
In this episode you’ll learn:
- The big shift: Top lenders now act more like financial advisors, blending clear communication with smart tech.
- Who’s winning: Citi jumped from 4th place to #1 with a score of 802, ahead of Bank of America, Citizens, Huntington, and Movement Mortgage.
- Why it matters: Borrowers value guidance more than the absolute lowest rate—especially in a complex market.
- Servicer vs. originator: Originators build relationships; servicers inherit them—explaining the ongoing satisfaction gap.
- What buyers should do: Look at rates + service, not just the cheapest option. A lender who explains everything is often worth far more in the end.
