A Global Marketing Information Firm
www. jdpower. com
37309790135-042307
For more information regarding the
2007 Home Equity Line of Credit/Loan Servicer Study
please contact:
Northeast: John Brady, Director, Client Services at (973) 223-1154
Southeast: Guillermo Garcia, Director, Client Services at (321) 663-9150
Midwest/West: Tom Petro, Senior Director,
Client Services at (248) 312-4117
firms profiled
in the study
The J.D. Power and Associates 2007 Home Equity Line of Credit/Loan
Servicer StudySM measures customer satisfaction related to the servicing
of second mortgages and lines of credit. This study profiles the largest
lenders who collectively represent the majority of all loans of this
type serviced in the United States. The study explores the drivers of
customer loyalty and referrals for additional products and services
offered by home equity servicing companies or their related entities.
The study also identifies the dominant factors that impact customer
satisfaction and behavior related to the servicing of home equity
products including:
Product
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Billing and Payment Processing
Funds Access
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Interaction
research methodology
The data for the 2007 study is collected through an online survey of
home equity and second mortgage servicing customers using multiple
internet panel sources. Data is collected between May and June of 2007.
Approximately 4000 usable surveys are collected.
study features and benefits
Background - a summary of the methodological parameters, lender
sample information and details of the standards of the study
Executive Summary - highlighting the top-line findings on customer
satisfaction and commitment for a complete and easily-consumed
overview featuring numerous charts and graphs
Detailed Findings - displaying the attribute and diagnostic mean
scores; allows users to create custom aggregations by merging an
unlimited number of companies to produce a personalized
competitive set
Provider Scorecards - providing a quick pulse of each company's
performance through a series of customizable charts
SPSS Data and mTab files -allowing cross-tabulation of survey
questions using a choice of two applications and providing the ability to
perform detailed analyses
Study Questionnaire - copy of the 2007 Home Equity Line of Credit/
Loan Servicer Study survey
Executive Presentation - a presentation to your team summarizing
your firm's results against your key competition and advice on areas of
improvement
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2007
Home Equity Line of Credit/
Loan Servicer Study
Bank of America
Chase
Citifinancial
CitiMortgage
Countrywide Home Loans
Fifth Third Bank
GMAC Mortgage
National City Mortgage
SunTrust Mortgage
USAA Federal Savings Bank
Wachovia
Washington Mutual
Wells Fargo
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The J.D. Power and Associates Award
The firm with the highest customer satisfaction index score nationally receives the
J.D. Power and Associates award for customer satisfaction and qualifies for licensing the use
of the brand for advertising the award.
About J.D. Power and Associates
J.D. Power and Associates is an international marketing information services and consulting
firm recognized by many industries as the leader in listening to the voice of the customer.
Since 1968, the firm has been listening to consumers, analyzing their perceptions and refining study methodologies
to offer the most advanced customer satisfaction and tracking research available today.
A recent nationally representative study found more than 81% of consumers within the United States are aware of
the J.D. Power and Associates name.
Of those, nearly 87% recognize the brand as a credible source for quality information
Result: higher response rates and higher quality data than other research consultants
J.D. Power and Associates has been working in Financial Services since 1993. The Financial Services and Insurance
Division of the firm offers 19 syndicated benchmarking studies covering:
Banking
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Investment Services
Mortgage
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Insurance
Automotive Finance
custom research
J.D. Power and Associates conducts customized research and customer
satisfaction measurement and tracking on a proprietary basis. J.D. Power
and Associates has been conducting proprietary research in the areas of
quality and customer satisfaction for nearly four decades.
J.D. Power and Associates conducts custom research studies across
numerous industries, utilizing a variety of data collection methods. These
studies dive deep into each stage of the customer lifecycle, thus enabling
management to understand the customer experience and prioritize
improvement opportunities to enhance that experience. Examples of custom research includes:
Oversampling the syndicated study (using your customer database)
Customer Satisfaction Benchmarking (Tracking)
Brand Awareness and Image
Customer Segmentation
Loyalty
performance improvement
In addition, the firm is in the business of improving customer satisfaction with services beyond research including
consulting and training. The firm has an extensive internal staff skilled to handle a variety of performance
improvement engagements including:
Voice of the Customer Proficiency Assessment
Performance Improvement
Call Center Assessment
Call Center Certification
Voice of the Customer Online Training
Custom Training
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download 2007 Home Equity Line of Credit/ Loan Servicer Study
