Craig Martin | Source | Managing Director at J.D. Power

Craig Martin

Managing Director at J.D. Power and 4 other companies
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  • With only 20% of mortgage customers utilizing mobile technology—which is 2% below 2016—availability and adoption of these services has been slow in coming. Customer expectations are increasing, often influenced by their day-to-day experiences, but servicing is not keeping up.

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  • article
    2018 Primary Mortgage Servicer Satisfaction Study | J.D. POWER
    COSTA MESA, Calif.: 26 July 2018 — Mortgage servicer satisfaction remains flat in 2018, as satisfaction remains similar to the past two years, according to the J.D. Power 2018 Primary Mortgage Servicer Satisfaction Study.SMThe industry average for overall satisfaction is 758 (on a 1,000-point scale) in 2018, which is relatively unchanged from 2017 (754) and 2016 (755). This stagnation comes despite extensive investment by mortgage originators into new digital services.
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