Banking and Lending

Boosting Satisfaction in the Mortgage Process

Boosting Satisfaction in the Mortgage Process

By Sam Lattof | July 31, 2025 | Reprints | Unlock Link

While customer satisfaction remains high for mortgage originators, customers are increasingly dissatisfied with their mortgage servicers. Andrew Marquis, senior vice president at Cleveland-based CrossCountry Mortgage, thinks the issue may be that originators have set the customer service bar too high.