USAA Tops J.D. Power Mortgage Rankings

San Antonio-based USAA has topped the J.D. Power and Associates customer satisfaction rankings for the largest national mortgage lenders.J.D. Power said USAA, which specializes in lending to military personnel, scored higher than the other 30 lenders in its 2004 Home Mortgage Study in each of the four factors that affect satisfaction: day-to-day administration of the account; billing and payment process; customer-initiated contact experience; and the loan origination process. J.D. Power also reported that customer satisfaction with home mortgage lenders in general had risen for the second year in a row. "There is a move to centralize the day-to-day servicing of mortgages," said Jeremy Bowler, director of the finance and insurance practice at J.D. Power. "The challenge lenders face is to deliver the same quality of customer care and still remain economically competitive. USAA has done an exemplary job of delivering personalized service to its members." It was the second consecutive year that USAA topped the J.D. Power rankings. The other lenders ranking in the top five in overall satisfaction were: Branch Banking & Trust, SunTrust, Countrywide Home Loans, and Wells Fargo. J.D. Power can be found online at http://www.jdpower.com.