U.S. Primary Mortgage Origination Satisfaction Study

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Bain Certified Net Promoter Score® by J.D. Power now available!

The J.D. Power 2018 U.S. Primary Mortgage Origination Satisfaction StudySM measures customer satisfaction with the mortgage origination experience in six factors: application/approval process; interaction; loan closing; loan offerings; on-boarding; and problem resolution. By aligning strategies to the underlying needs and wants of the customer, lenders can invest resources effectively regardless of the changing demands of the market and regulatory environment.


  • An analyst briefing that provides insights into key industry trends and best practices that you may incorporate into your firm’s processes in order to improve customer satisfaction
  • Access to a competitive data set, allowing you to see how your firm stacks up against key competitors, the industry, and the highest performers
  • A performance summary that spotlights key performance metrics and your effectiveness in meeting these metrics
  • An executive presentation that provides a summary of your firm’s results, compared with key competitors, as well as strategic advisement on areas with the greatest potential to improve performance
  • Bain Certified NPS® by J.D. Power: This independent and Bain certified measurement of NPS which includes the brand level Net Promoter Score® and verbatims, an NPS rank chart and verbatim text analytics. More advanced analytics are available at an additional cost. Contact your J.D. Power representative to learn more, or visit jdpower.com/business/nps

You’ll Be Empowered to Answer

  1. What are the most critical drivers of satisfaction among borrowers in various key segments of the market?
  2. How can lenders reduce costs and improve their customer experience?
  3. How does the firm compare within key customer segments to the broader industry or key competitors?
  4. How successfully are firms delivering the client experience to specific segments of the market defined by such criteria as age, ethnicity, application channel, geography, credit profile, and additional products?
  5. To what extent are key internal initiatives impacting customer satisfaction? What is the life-cycle or customer journey of a mortgage servicer?

Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Publish: September 25, 2018
Press Release: November 8, 2018