Inman News (09/11/08)
BB&T tops J.D. Power and Associates' study of companies that service mortgages for the second year in a row, but customer satisfaction overall also fell for the second straight year. BB&T had a customer satisfaction index score of 839 on a 1,000-point scale and was followed by SunTrust Mortgage (825), Wells Fargo (813), Chase (812), Bank of America (811), Regions Mortgage (808), Wachovia (806), CitiMortgage (803), U.S. Bank (803), PHH Mortgage (802) and Washington Mutual (802). The industry average was 784, and IndyMac Bank (743) and Countrywide Home Loans (756) were among the big-name servicers that scored below the mark. Customer satisfaction impacts whether companies gain repeat business, according to the 2008 Primary Mortgage Servicer Study.
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