All digital HELOC lenders have lower customer satisfaction: J.D. Power

By contrast, the average customer satisfaction score among HELOC customers is 834, with lower satisfaction correlating to fewer customer referrals. When rating brand image, customers have clear perceptions that all lenders are relatively profit-driven, with significantly deeper concern among customers of alternative lenders.

Alternative lenders satisfying customers with Digital Platforms and Quick Approvals, But Still Not Viewed As Customer Driven, J.D. Power Finds PRESS RELEASE PR Newswire Mar. 25, 2019, 12:35 PM

New customer satisfaction data suggests that home equity line of credit lenders can safely turn much of the origination process over to technology and keep borrowers happy, with one caveat – early-stage interactions, where the personal touch can make a major difference, a J.D. Power survey found.

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In fact, the digital experience is becoming increasingly critical to customer satisfaction, according to the new J.D. Power 2018 U.S. Home Equity Line of Credit Satisfaction Study.

Alternative Lenders Satisfying Customers with Digital Platforms and Quick Approvals, But Still Not Viewed As Customer Driven, J.D. Power Finds. 2019 Home Equity Line of Credit Satisfaction.

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According to the J.D. Power 2019 U.S. Home Equity Line of Credit Satisfaction Study, SM released today, HELOC customers are more likely than ever to shop for alternative sources of funding and HELOC providers are falling short on digital offerings.

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The consumer desire for a mix between digital and personal contact echoed the findings of J.D. Power’s Primary Mortgage Originator Satisfaction Survey. Those HELOC consumers that were restricted to an online-only experience gave the process an 819 satisfaction score, compared with 836 that had an all in-person experience.

COSTA MESA, Calif.: 14 March 2019 – Despite record-high levels, new home equity line of credit (HELOC) originations have been steadily declining as a perfect storm of rising interest rates, new tax laws and growing competition from alternative lenders has crimped traditional HELOC growth. According to the J.D. Power 2019 U.S. Home Equity Line of Credit Satisfaction Study, SM released today.

With the number of American consumers expected to take out a home equity line of credit (HELOC) projected to double to 10 million over the next five years,[1] lenders need to improve their digital offerings if they want to capitalize on the trend. According to the J.D. Power 2018 U.S. Home Equity Line of Credit Satisfaction Study,SM the digital experience is becoming increasingly critical to.