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REGISTER NOW Mortgage servicer satisfaction scores rose year-over-year in J.D. Power s 2021 survey, as consumers had increased interaction and engagement with these providers due to economic hardships caused by the pandemic. But as forbearances end and the need for a borrower to call the servicer diminishes, any related boost from the COVID-19 situation also goes away, explained Jim Houston, director of consumer lending intelligence. Maintaining that link is key to future business prospects. What we find is those customers that don t engage [with their servicer], satisfaction tends to wane a little bit over time, [and] they become less likely to go back to that particular lender because there s no connection, he pointed out.

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