Survey: BB&T Ranks Highest for Servicing

Branch Banking and Trust ranks highest in customer satisfaction among mortgage servicers, according to a survey by J.D. Power and Associates, Westlake Village, Calif.The 2007 Primary Mortgage Servicer Study measured customer service based on four factors: the administration of the customer's account, the billing process, the payment process, and the process of contacting the servicer when necessary. BB&T ranked highest in overall customer satisfaction with a score of 860 on a 1,000-point scale. M&T Mortgage followed with 828, and Citizens Bank ranked third with a score of 825. The study also found that borrowers say their primary mortgage lenders are more flexible about late payments, but that they are still less accommodating than they could be. According to the study, homeowners who reported making at least one late payment in the past 12 months say "lenders are showing some flexibility in scheduling late payments, but tend to be less understanding and accommodating of their circumstances when compared to 2006." J.D. Power can be found online at http://www.jdpower.com.