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September 2018

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…

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August 2018

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.…

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July 2018

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…

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June 2018

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’…

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May 2018

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…

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April 2018

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…

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March 2018

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…

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February 2018

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,…

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December 2017

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…

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November 2017

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…

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October 2017

Which Social Media Sites Have The Greatest Potential For Impacting Revenue?   One thing we know for certain is that social media and review sites…

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September 2017

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?”…

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August 2017

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…

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July 2017

  How Many Survey Questions Will a Borrower Answer? Prevailing conventional wisdom tells us that if we ask more than 3-4 questions, a borrower will…

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June 2017

Are All Problems Created Equal? Data from MortgageSAT (100,000+ annual sample size) suggests that no, they are not all equal.  Some problems are far more…

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