Mortgage lenders retain just 20% of customers at their next transaction—the lowest rate in two decades. When those customers leave, they're not just taking their mortgage business. They're taking everything: checking accounts, wealth management assets, business banking relationships. For community-focused institutions, that's a lost relationship worth tens of thousands in lifetime value.
The gap between single-product and multi-product customers isn't marginal, it's massive. Research shows that banks lose 50% of single-service customers annually, while multi product customers show 90%+ retention rates. Yet most institutions still measure success using transaction volume metrics designed for a branch-centric world that no longer exists.
This white paper reveals the relationship metrics that leading institutions track to transform mortgage customers into lifetime banking relationships. You'll discover the technology benchmarks that determine who wins in today's purchase-dominated market, the measurable ROI of digital mortgage platforms, and a four-step action plan you can implement immediately.
What you'll learn:
• The one metric that predicts 90%+ customer retention vs. 50% annual churn • Why fintech lenders process applications 20% faster—and how traditional institutions close the gap
• Proven technology implementations saving $1,500-$2,300 per loan while cutting processing time
• Real case studies from institutions achieving 10-day processing improvements and 280% account opening increases