How Important Is It to Call the Borrower Before the Closing?

Imagine going out to a nice restaurant and enjoying a great meal with great service, but when your check arrives, you find that you…

Read More

How Important Is An Initial Checklist?

The number one complaint that borrowers have about the loan process is poor communication. Starting on the right foot with communication means providing your…

Read More

Is There a ‘Best’ Way to Provide Loan Updates to Your Borrowers?

When STRATMOR group asked 66,000 borrowers their preferred method for receiving loan updates, a vast majority — nearly 60 percent — chose ‘Email from…

Read More

Can Measuring and Improving Borrower Satisfaction Impact Company Valuations?

The mortgage Mergers and Acquisitions market is accelerating, for both Banks and for Independent Mortgage Bankers. In fact, Bank M&A activity (banks buying banks)…

Read More

Will Investing In An End-To-End Digital Loan Process Improve Borrower Satisfaction?

First, let us define what “end-to-end digital loan process” entails. It typically begins with providing access to a digital 1003 (web or mobile application)…

Read More

Do Testimonials Actually Drive Referrals?

Search for “loan officer reviews” online and you’ll get a list of roughly 30 million results. Add the word ‘mortgage’ and you still get…

Read More

How Can We Get Borrowers To Embrace Paperless Statements?

According to National Benchmark data from STRATMOR’s MortgageSAT program, just 19 percent of borrowers say they are enrolled in paperless statements, with 77 percent…

Read More

What Effect Does Requesting The Same Document Multiple Times Have On The Borrower Experience?

According to research from MortgageSAT, the largest satisfaction benchmark in the mortgage industry with more than 120,000 survey responses annually, 28 percent of borrowers…

Read More

How Do You Keep Real Estate Agent Referrals Flowing?

Ask any LO how easy it is to start a relationship with an established real estate agent and you’ll probably get an earful about…

Read More

Do Loan Officers Really Need To Attend Closings?

I’m sure you’ve heard the saying, “Defense is sometimes the best offense.” If you’re a loan officer, this means you’ll likely be blamed for…

Read More

Do Small Gains In Borrower Satisfaction Add Up To Big-Picture Impact?

According to a 16-year study based on data from the American Consumer Satisfaction Index (ACSI), the answer is a resounding ‘yes’. As evident in…

Read More

How Are Borrowers Using Online Reviews?

According to a recent research panel conducted by STRATMOR Group, 64 percent of borrowers are reading online reviews before making a financing decision. This would…

Read More

Which Social Media Sites Have The Greatest Potential For Impacting Revenue?

One thing we know for certain is that social media and review sites are not all created equally. Some sites attract more traffic and…

Read More

How Should Lenders Prioritize Borrower Satisfaction Feedback?

Nearly every lender has some version of a post-close survey which asks such questions as: “How did we do?” “How did you like your Loan…

Read More

By How Much Do Closing Table Surprises Hurt Lenders?

If you remember the pre-TRID Wild West, borrowers would often walk into closings having no idea what to expect.  Thankfully, TRID (the Closing Disclosure…

Read More