90% of Mortgage Borrowers Prefer Person-To-Person Communication

The Consumer financial protection bureau found that borrowers understand the mortgage process better when it is done electronically, but Fannie Mae’s MLSS found that 90% of borrowers also expect to communicate with their lenders on the phone or in person. Today’s homebuyers are likely to prefer a lender that supports them with meaningful omnichannel communications throughout their home-buying journey.

90% of mortgage borrowers still prefer person-to-person communication with their lender, according to Fannie Mae’s recent Mortgage Lender Sentiment Survey. This makes perfect sense, because whenever we make a major decision, we like to personally talk to the people who are most involved.

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Market research also shows how borrowers differ. "First-time homebuyers who are still getting familiar with the mortgage process are more likely to want that person-to-person interaction.

According to the survey, while 90% of recent mortgage borrowers said that they would like to continue using person-to-person (P2P) communication with lenders in the future, only 50% of lenders thought that P2P communication would be important in the future.

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How do lenders view between person-to-person (phone or in-person) and. 90 %. Would like to communicate with their lender via phone or.

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