J.D. Power warns mortgage servicers not to lose focus on the customer experience

J.D. Power’s annual U.S. Primary Mortgage Servicer Satisfaction Study is out and it's tough news for the industry. Having spent the last ten years successfully rebuilding their business from the ashes of the subprime mortgage meltdown, stagnating customer satisfaction and declining brand perception could force servicers to forgo profits and instead focus on improving the customer experience. With the right technology, those objectives don’t have to be mutually exclusive.

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