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Tag Archives: J.D. Power

Survey: Agent/Client Relationship Key for First-Time Buyers

Century 21 gained the highest customer satisfaction rating among real estate brokerages in all four buyer/seller categories, according to the J.D. Power 2014 Home Buyer/Seller Satisfaction Study released on Aug. 6. The four categories measured were: first-time buyers, repeat buyers, ...

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Study Examines Buyer, Seller Satisfaction with Real Estate Companies

Repeat buyers and sellers averaged a higher score when measuring customer satisfaction compared to first-time homebuyers, according to a study from J.D. Power. For the year, repeat homebuyers averaged a score of 817 out of 1,000, while the score for repeat sellers was 803. On the other hand, the score for first-time buyers and sellers was 797. The study also found first-time homebuyers have been more active this year, representing 49 percent of buyers in 2013 compared to 40 percent in 2012.

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Customer Satisfaction with Real Estate Companies Falls to New Low

There are some things we tend to take as fundamental truths. Nowadays, people may add to their roster the idea that home buyers and sellers seem to downright dislike their real estate companies. According to a recent report by J.D. Power and Associates, home buyer satisfaction with national real estate companies fell to its lowest level in the history of the five-year-old survey, a record low on par with mortgage rates.

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Study Reveals Customers Are More Satisfied with Servicers

Servicers received higher scores from customers this year compared to 2011, according to a study from J.D. Power and Associates Thursday. On a 1,000 point scale, overall satisfaction with primary mortgage servicers increased to 725 from 718 in 2011. The study looks at four areas to gauge customer satisfaction: billing and payment process; escrow account administration; website; and phone contact. Overall satisfaction among customers who are considered to be at-risk improved the most, increasing by 27 points from last year.

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Servicer Satisfaction Decreases Significantly in 2011

Consumers' overall satisfaction with primary mortgage servicers has decreased significantly since 2010, according to the results of a study released by J.D. Power and Associates Monday. Overall satisfaction fell from 747 in 2010 to 718 in 2011. J.D. Power and Associates measures customer satisfaction on a 1,000-point scale, taking four areas of servicing into consideration: billing and payment process; escrow account administration, phone contact, and website. A decline was present in all areas.

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RE/MAX Ranks Highest in Customer Satisfaction

RE/MAX ranked highest for customer satisfaction among both buyers and sellers in J.D. Power and Associates 2011 Home Buyer/Seller Study released this week. On a 1,000-point scale, home buyers rated RE/MAX 805, while home sellers gave the company a rating of 791. Overall satisfaction among home sellers increased from 2010, up to 779 from 742. Overall satisfaction among homebuyers was 797, a slight decrease of six points since the 2010 J.D. Power study.

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J.D. Power and Associates Survey Shows Borrower Satisfaction Declining

A study released Thursday by J.D. Power and Associates shows that the time from submission of a mortgage application to approval time has increased by more than a week when compared to a year ago, despite changes in RESPA guidelines intended to streamline the process. J.D. Power says this longer timeline has had a negative impact on borrower satisfaction. The nation's largest mortgage lenders - BofA, JPMorgan, and Citi - ranked lowest in the firm's customer satisfaction survey.

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Servicers Fail to Deliver on Loan Mod Best Practices: J.D. Power

U.S. consumers are less satisfied with their experience during the loan modification process than they are during loan origination, namely because mortgage servicers are missing the mark when it comes to delivering on best practices, according to J.D. Power and Associates. The company's survey found that mortgage servicers fail to adhere to a time frame for approval, don't provide the customer with status updates, and repeatedly ask borrowers for the same information. BB&T ranks highest in customer satisfaction among mortgage servicers.

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