J.D. Powers gives National City high marks for customer service
J.D. Powers and Associates released their results for customer satisfaction among major mortgage companies and National City Bank was rated number two just behind Sun Trust Bank. The survey measured four important components: application/approval process; the mortgage consultant; closing process; and problem resolution.
"Customers have higher levels of satisfaction and are more committed to their lender when the loan officer takes the uncertainty out of the mortgage origination experience", said the report released Monday.
Tim Ryan, a director at J.D. Power and Associates said, "Satisfaction is a two-way street, and customers to often underestimate how much they can contribute to a positive outcome for themselves." The report goes onto recommend that customers follow these guidelines:
- As part of the selection process, ask whether the loan will be sold or its servicing transferred—and if so, how billing, payment, and escrow management might be affected.
- Ask for a full explanation of the entire process from application to closing (e.g., what the steps are, what will be required, expected timeframes).
- Discuss the initial estimate of closing costs in detail, and determine which of the costs could change and why.
- Request updates or status reports at key junctures in the process—for instance, when preliminary approval has been given or when the appraisal is complete.
- Prior to closing, ask to review and get an explanation of the following: the closing document; final closing costs; and billing and payment options.
Chuck Anway:
248-921-0314 available 8AM to 11PM (EST)
Date: Monday, October, 20th 2008 @ 11:29:36 PM
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