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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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May 2017

Do Millennials Refer More Than Everyone Else? The consensus seems to be “Yes.”  We know that Millennials, having recently left their family nest, are on…

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March 2017

Who talks to the Borrower? After the loan officer makes initial contact and perhaps takes a loan application, many borrowers find themselves shuffled off to…

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February 2017

Getting Borrowers to Refer Data shows that 90% of lenders these days are sending a post-closing survey to measure their borrowers’ experience.  These surveys invariably…

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