SAN RAMON, CALIFORNIA – A study recently published by the 2024 J.D. Power U.S. Mortgage Origination Satisfaction Study reveals that customer satisfaction in the mortgage industry has taken a hit, driven by surging mortgage rates—peaking at 6.9% in November—and skyrocketing home prices. These factors have made it increasingly difficult for borrowers to secure affordable loans, creating significant challenges for lenders across the board.
Despite these hurdles, the report highlights standout performers that have defied industry trends, demonstrating that innovation and a focus on customer experience can lead to success even in turbulent times. Prosperity Home Mortgage and Movement Mortgage have secured the top two spots in the study, with scores of 772 and 761 out of 1000, respectively.
But what sets these companies apart? A key factor in their success is their partnership with Experience.com.
Image from J.D.Power Press Release
How Experience.com Fueled Their Success
Experience.com’s Experience Management Platform (XMP) has been instrumental in helping Prosperity Home Mortgage and Movement Mortgage rise to the top. The platform provides the tools and insights necessary to navigate industry challenges with a customer-first outlook.
For mortgage lenders, this translates into:
- Streamlined Communication: Automated, personalized interactions that keep borrowers informed every step of the way.
- Actionable Feedback: Real-time insights gathered from surveys, reviews, and customer touchpoints, enabling lenders to address concerns proactively.
- Reputation Boosting: Seamless review management and syndication help lenders maintain a strong online presence, driving customer confidence.
- Data-Driven Optimization: Advanced analytics and reporting help identify trends and make informed decisions that improve the overall customer journey.
By leveraging these tools, Prosperity Home Mortgage and Movement Mortgage have set a new standard for excellence in the mortgage industry, proving that putting customers first is the best path to sustained success.
Emma Childs, the Marketing Communications Manager at Prosperity Home Mortgage mentioned, “We know that exceeding customer expectations is what sets us apart in today’s competitive market. Partnering with Experience.com enables us to listen to our clients, act on their feedback, and deliver an unrivaled customer experience.“
Ariana Conte, Marketing Operations Manager at Movement Mortgage shares this sentiment. “We see every market challenge as a chance to grow stronger. With the help of Experience.com, we keep things running smoothly and stay connected to what matters the most – our customers – even when times are tough!”
Setting a Benchmark for Excellence
As the housing market continues to challenge both lenders and borrowers, companies like Prosperity Home Mortgage and Movement Mortgage are demonstrating that a focus on customer experience can drive performance—even during market volatility. Their success underscores a critical lesson: in today’s competitive and dynamic environment, leveraging advanced tools to prioritize customer satisfaction isn’t just advantageous—it’s essential for sustained growth and leadership.
About Experience.com
Their leadership in the 2024 J.D. Power rankings is a testament to the power of Experience.com’s Experience Management Platform to revolutionize the way businesses interact with their customers.
Experience.com caters to a wide-ranging target market, including local professionals and multi-location brands seeking to fortify their online reputation through the power of AI and customer feedback.Our platform is designed to help businesses & professionals boost their experience excellence, harness the insights from customer feedback, and establish unwavering trust among their audience. We empower them to not only maintain an exceptional online reputation but also to leverage it as a tool for acquiring new business.
Our versatile solutions resonate with businesses of all sizes, offering the means to excel in Customer Experience (CX), Employee Engagement (EX), and Reputation Management across various industries. Our Search Rank Platform also allows professionals and organizations to take control of their entire online presence from one platform, and climb the search ranks with our tailored tools.
