BofA on lowest rung of customer ladder – J.D. Power

Quicken Loans received the highest customer satisfaction score in this year’s J.D. Power and Associates 2011 Primary Mortgage Origination Satisfaction Study, while Bank of America – the poster child for consumer missteps – received the lowest, Housing Wire reported.

The survey included only consumers who were able to obtain a loan – either for a purchase or a refinance. Many potential borrowers have been denied because of tight lending requirements.

The study measures customer satisfaction in four key areas of the origination experience: application/approval process; loan officer; closing; and contact.