43 percent of borrowers applied for a mortgage digitally, up from 28 percent last year but satisfaction scores were down according to J.D. Power; Craig Martin, director of the mortgage practice at J.D. Power, said in a press release, "A critical element of satisfaction is setting expectations, and this tends to be a weakness of technology.”; Customers also rated non bank lenders higher than their banking counterparts as borrowers look to new lenders who provide a more seamless experience. Source.
J.D. Power is out with their most recent Small Business Banking Satisfaction Study and small businesses are still dissatisfied with banks; the biggest issue that could increase positive interaction with small businesses and banks is more account representatives; having someone available to speak to SMBs and help them is something that is sorely lacking; banks have seen market share go to fintechs and digital banks in recent years so better serving this key customer group is something the banks need to recognize. Source.
No More Content