Mortgage originators managed to improve customer satisfaction levels in 2008, despite tighter lending standards and doubts about financial markets, according to a study by J.D. Power and Associates.J.D. Power measured customer satisfaction in four areas of mortgage origination: the application and approval process; loan officer or mortgage broker; the closing process; and problem resolution.Overall, customer satisfaction with mortgage originators increased slightly, to 757 on a 1,000-point scale, up 7 points from 2007. J.D. Power said fewer customers reported being asked for additional information after submitting their application; more customers were provided with time frames for application approval; and fewer customers reported that their closing costs were higher than originally esti...
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