Rocket Mortgage, a division of Rocket Companies (NYSE: RKT), topped the JD Power 2024 US Mortgage Servicer Satisfaction Study. This marked the tenth consecutive year that the Detroit-headquartered company ranked first on JD Power’s mortgage servicing study.
The US Mortgage Servicer Satisfaction Study measures customer satisfaction with the mortgage servicing experience in six customer service factors including trust level, communications quality and digital channels. The study was conducted from May 2023 to May 2024 and is based on responses from 15,020 customers who have been with their current mortgage loan servicer for at least one year.
Based on a 1,000-point scale, Rocket Mortgage ranked highest among mortgage servicers with a score of 713. Regions Mortgage ranked second at 678, followed by Chase (676), Guild Mortgage (673) and Huntington National Bank (651).
“At Rocket, we view mortgage servicing as an opportunity to forge lifelong relationships with our clients by delivering exceptional, hassle-free experiences,” said LaQuanda Sain, executive vice president of servicing at Rocket Mortgage. “By supercharging our team with AI-powered tools and technology, we enable them to build genuine connections with our clients. This commitment to excellence is part of why Rocket Mortgage’s serviced clients return to the company for their next home loan three times as often as the industry average.”
Navy Federal Credit Union generated a higher score than Rocket with a 789, but JD Power announced it was not eligible for ranking “because it does not meet study award criteria.”
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