Customer service

While Rocket Mortgage's satisfaction score improved by 4% versus 2024, the industry as a whole dropped 1%, with credit unions outpacing banks and IMBs.

The overall 2025 average customer service satisfaction score for servicers is 131 points below that of mortgage originators, J.D. Power said, 596 versus 727.

Slow repair cycle times, widespread premium increases and the volume of catastrophic events all contribute to dissatisfaction, according to the U.S. Property Claims Satisfaction Study from J.D. Power.

While large institutions might rank low in customer satisfaction, the institutions that can build up client trust are also likely to see consumers more likely to share personal data, a leading analyst said.

A new government effort intends to tackle unfriendly consumer practices. The CFPB is tasked with addressing chatbot misuse and customer service "doom loops."

Several lenders have debuted artificial intelligence chatbots to help their customers through the homebuying process. What makes them stand out from the OpenAI phenom?

Financial services firms are focusing on essential risk-related priorities, but must not lose sight of the importance of innovative technologies that drive business forward.

As interest rates rise, pressure to deliver a better customer experience is becoming more intense

Origination fees vs. origination charges can be one of the most confusing parts of a loan offer. Diving into the difference between the terms and why there is no uniformity in the industry can help borrowers understand the lending process better, writes the CEO of Confer.