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» VISIT US ONLINE @ DSNEWS.COM STUDY REVEALS CUSTOMERS MORE SATISFIED WITH SERVICERS Mortgage servicers received higher scores from customers this year compared to 2011, according to a study from J.D. Power and Associates. On a 1,000-point scale, overall satisfaction with primary mortgage servicers increased to 725 from 718 in 2011. The study looked at four areas to gauge customer satisfaction: billing and payment process; escrow account administration; website; and phone contact. All categories saw an increase from 2011. Overall satisfaction among customers who servicers have been able to improve satisfaction among customers who are most likely to be dissatisfied." The study revealed 7 percent of homeowners are not current on their mortgage payments or are concerned about making future payments improved the most, increasing by 27 points from last year. On the other hand, satisfaction ratings from non-prime and prime customers saw a 3-point increase and a 3-point decrease, respectively. "Over the past few years, among the indicated they are current on their mortgage as a direct result of a loan modification or other payment arrangement, compared with 4 percent in 2011. Additionally, 15 percent of customers stated they have concerns about staying current on their mortgage, down from 17 percent in 2011. BB&T ranked highest in customer satisfaction for the third consecutive year. The bank's score increased by 35 points year-over- year to 803 on the study's 1,000-point scale. Among the larger banks, Chase ranked No. 4, with a score of 752. U.S. Bank came in at No. 6, followed by Wells Fargo in the No. 7 spot. primary reasons for lower levels of satisfaction were challenges in addressing the needs of customers concerned about making their payment or who were already delinquent," said Craig Martin, director of the mortgage practice at J.D. Power and Associates. "Significant improvements in mortgage servicing, particularly with the method in which calls are handled, have improved customer satisfaction for the first time in three years." Customer satisfaction when calling the primary servicer increased 52 points from 2011. According to the study, at-risk customers are much more likely to contact their servicer (75 percent) compared to non-prime (41 percent) and prime (32 percent) customers. "In the past, satisfaction is typically higher when customers do not need to contact their servicer, which makes the increase in overall satisfaction among at-risk customers that much more impressive," Martin said. "By focusing on improving the contact experience, VERBOSITY "Although still early, there has been no evidence of servicers applying principal reductions disproportionately to private-label RMBS deals or of any increase in strategic borrower defaults." —Grant Bailey of Fitch Ratings on impact of the $25 billion national servicing settlement HIGHEST SCORING SERVICERS: » BB&T (803) » Regions Mortgage (779) » SunTrust Mortgage (758) » Chase (752) » PNC Mortgage (739) LOWEST SCORING SERVICERS: » Ocwen Loan Servicing (613) » Nationstar Mortgage (621) » Homeward Residential (643) » OneWest Bank (667) » Aurora Loan Services (669) servicers once proposed mortgage servicing rules from the Consumer Financial Protection Bureau take effect in early 2013. "Servicers will be under pressure to comply J.D. Power foresees new challenges for What are you waiting for? Winter is coming! No Worries. A2Z will protect your properties from freezing temperatures that can cause costly damages. Field Services Solution Your MORTGAGE A2Z has a proven track record of success built on: The A2Z Difference: with the guidelines and must ensure that they not only have appropriate processes in place, but that they also understand the new rules and adhere to them as well," Martin said. u Customized Services & Reporting u Exceptional Performance Standards u Commitment to Technology u Unparalleled Customer Service u Nationwide Partners u Enhanced Protection of Your Assets u properties are winterized and are safe & secure throughout the year. Reduced Cycle Time Partner with A2Z to ensure your Amie Sparks: asparks@a2zfs.com a2zfs.com • 800.713.2001 57

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