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12 ON THE WEB WEBSITES TO GET TO KNOW. Free Rice does two things: expands your vocabulary, and provides food for the needy. Take a simple word-matching quiz to learn new words by increasing levels of difficulty. With each answer you get right, Free Rice's sponsors send the cash equivalent of 10 grains of rice to the World Food Programme. Free Rice has resulted in nearly 100 billion grains of rice being donated since the site's inception in 2007, and the quiz is customizable by category and difficulty, with a worldwide leaderboard so you can see where you stand against other Free Rice users. ere are five difficulty levels to choose from, and Free Rice automatically adjusts to your level, increasing or decreasing depending on how you're doing in the game. Have a long self-help or business book on your bedside table that you don't think you'll find the time to read? GetFlashNotes can help. GetFlashNotes is an online library of book summaries so you can get the most important info from a 300-page book in 20 minutes or less, through either written or audio summaries. GetFlashNotes is available on almost every device, from your desktop to your Kindle or iPhone. e site adds around five to seven summaries each month, so you can always bet there will be something new. GetFlashNotes starts at $1 for seven days, and then $29 a month, with no commitment. Productivity Owl is a Google Chrome extension that keeps you on track by letting you know when you're not being as productive as you should be. e Owl will close your tabs when needed, shutting down time-wasting pages if you spend too long off of work, and will either explicitly block known time-wasting websites or allow only work-related websites depending on your settings. Manage your time well by setting up free-time hours so that you take your breaks during break-time, and work the rest of the time. If you need to get back to those time-wasting sites, set the Owl to save the page for later. GETFLASHNOTES 2 FREE RICE 1 PRODUCTIVITY OWL 3 CUSTOMER SATISFACTION IN SERVICING Due to their nature, most mortgage servicers are not selected by their customers, and as a result, some of the lowest customer satisfaction and Net Promoter Scores (NPS) of any industry group studied by J.D. Power. According to J.D. Power, the industry average for overall satisfaction with mortgage servicers is 777 as of 2019, just below life insurance (779) and just above health plans (712) at the bottom of the industries studied by J.D. Power. "Mortgage servicers are really missing an opportunity to build the kind of goodwill with their customers that has proven to translate directly to increased advocacy and repeat business," said John Cabell, Director of Wealth and Lending Intelligence at J.D. Power. "e industry's laser focus on lowering costs, managing regulatory compliance, and minimizing delinquencies has come at the expense of customer experience. It is negatively affecting customer trust in their brands." e average NPS for primary mortgage servicers is 16, one of the lowest of any industry studied by J.D. Power. J.D. Power's study found that around 70% of customers do not have complete trust in their primary mortgage servicer, leading to the lowest customer satisfaction and NPS scores. However, the study notes that for the 30% of customers who "completely trust" their mortgage servicer, customer satisfaction scores average 256 points higher, NPS is 69 points higher, and customers are three times more likely to reuse the company for the purchase of a new home." Customers who were transferred reported the lowest satisfaction, J.D. Power reports. Around 54% of first-time home buyers say they are confused, angry, or irritated when transferred. "is phenomenon spotlights the unique communications and customer experience challenges mortgage servicers still need to address with transferred customers," J.D. Power notes. e survey names Quicken Loans as the highest-ranked mortgage servicer for the sixth consecutive year, with a score of 878. Regions Mortgage (848) ranks second, and Guild Mortgage (828) ranks third.