Write to Christine Ricciardi. Disclosure: The author holds no relevant investments
BB&T Tops J.D. Power Servicer Satisfaction Survey
BB&T (BBT) customers are the most satisfied with their lender servicer, according to J.D. Power and Associates' 2010 U.S. Primary Mortgage Servicer Satisfaction Survey released today. The California-based marketing information service firm received a score of 795 out 1,000 and was the only firm to be ranked "among the best" on the survey. The study measures customer satisfaction based on five areas of the mortgage servicing experience: fees, billing and payment process, escrow account administration, webs and phone contact. A score of 800 marks that customers are "highly satisfied." BB&T consistently pleases it's customers. Last year, the firm placed second behind Regions Mortgage (RF), with a score of 777. BB&T also was the top ranked firm on J.D. Power and Associates' primary mortgage originator customer satisfaction survey in 2009. SunTrust Mortgage (STI) scored a 767, claiming second place on the servicer satisfaction survey for 2010, followed by U.S. Bank (755) (USB), Wells Fargo (744) (WFC) and Fifth Third Mortgage (740) (FITB). Last year first place contender, Regions, tied Fifth Third for fifth place with a score of 740. J.D. Power and Associates will announce the result from their lender/originator customer satisfaction survey in November. See the chart below for the rest of the J.D. Power's 2010 mortgage servicer rankings and visit their website to see how firms scored in each category.