BB&T ranks highest again in customer satisfaction among primary mortgage servicing companies
GREENVILLE, S.C., Oct. 21, 2011 /PRNewswire/ — For the second consecutive year, BB&T Corporation (NYSE: BBT) ranks highest in customer service satisfaction among primary U.S. mortgage servicing companies, according to a nationwide study released by J.D. Power and Associates.
“BB&T’s commitment to delivering the highest quality client service remains strong,” said Tim Day, manager of BB&T’s Mortgage Loan Servicing division. “Our commitment has been noted with consistent recognition by J.D. Power and Associates.”
BB&T’s overall customer satisfaction index score of 768 (based on a 1,000-point scale) is 50 points higher than the industry average. The J.D. Power and Associates 2011 U.S. Primary Mortgage Servicer Satisfaction Study(SM) is based on responses from nearly 5,000 homeowners and involves the 20 largest home mortgage providers in the nation. It measures customer satisfaction based on billing and payment process, escrow account administration, website, and phone contact.
J.D. Power research shows consumers who fully understand their fee structure have minimal problems and increased satisfaction. The study also indicates that overall satisfaction is higher among consumers who use their servicer’s website.
“BB&T achieved its high ranking by delivering consistent performance across all study factors,” said Tim Dale, BB&T’s Mortgage Lending manager. “We have the right people in the right place and they are consistently focused on ensuring that our clients receive the perfect client experience at all times.”
BB&T Corporation (NYSE: BBT) is one of the largest financial services holding companies in the U.S. with $159 billion in assets and market capitalization of $18.7 billion, as of June 30, 2011. Based in Winston-Salem, N.C., the company operates approximately 1,800 financial centers in 12 states and Washington, D.C., and offers a full range of consumer and commercial banking, securities brokerage, asset management, mortgage and insurance products and services. A Fortune 500 company, BB&T is consistently recognized for outstanding client satisfaction by J.D. Power and Associates, the U.S. Small Business Administration, Greenwich Associates and others. More information about BB&T and its full line of products and services is available at www.BBT.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
SOURCE BB&T Corporation