Facts & Resources

Bank of America Home Loans Improves Significantly in Latest J.D. Power Primary Mortgage Origination Satisfaction Study

Thursday, November 20, 2014 6:00 am EST


"The study findings demonstrate what customers have already told us"

The 2014 J.D. Power Primary Mortgage Origination Satisfaction StudySM released November 13 ranks Bank of America as second among all major mortgage originators in overall customer satisfaction.

“The study findings demonstrate what customers have already told us,” said D. Steve Boland, Bank of America Home Loans Originations executive. “We know that making every customer connection count, working as a team, and quickly addressing customer issues are characteristics that are highly valued by our customers.”

The study evaluated originators in six critical criteria, including interaction, loan closing, application/approval process, loan offerings, problem resolution and on-boarding. Bank of America performed well in all categories, a demonstration of its focus on meeting the needs of customers from application to closing.

“We agree with J.D. Power on the importance of communications in the mortgage originations process,” said Boland. “We’re encouraged by these results and are excited about continuing in this positive direction and making our customers’ financial lives better.”

More details about the study are available here.


Bank of America
Bank of America is one of the world's largest financial institutions, serving individual consumers, small businesses, middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company provides unmatched convenience in the United States, serving approximately 48 million consumer and small business relationships with approximately 4,900 retail banking offices and approximately 15,700 ATMs and award-winning online banking with 31 million active users and more than 16 million mobile users. Bank of America is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading across a broad range of asset classes, serving corporations, governments, institutions and individuals around the world. Bank of America offers industry-leading support to approximately 3 million small business owners through a suite of innovative, easy-to-use online products and services. The company serves clients through operations in more than 40 countries. Bank of America Corporation stock (NYSE: BAC) is listed on the New York Stock Exchange.

Visit the Bank of America newsroom for more Bank of America news. 


Reporters May Contact:
Kris Yamamoto, Bank of America, 1.805.526.3205