The new study found 43 percent of mortgage customers were applying for loans digitally this year, up from 28 percent from last year. However, satisfaction among customers applying online/via Web site has declined by 18 points year-over-year, and the process was viewed less satisfactorily than in-person applications by a 10-point margin.
For the eighth year in a row, Quicken Loans ranked highest
in mortgage origination satisfaction, scoring 878 out of 1,000 points. But Guild Mortgage Co. tied Quicken with a score of 878, while PrimeLending was close behind with a score of 859.