Survey Customers with Cancelled Deals, Not Just Successful Closings
90% of lenders and services survey customers after a successful closing to take advantage of the "halo" effect associated with a happy customer who got the mortgage. Such survey findings can be useful for referrals and positive blurbs on lenders' websites. But if lenders really want to be kept out of the dark about any rough edges in the process, they should also survey borrowers who cancel. (Pro tip: put on a thick skin.) [11/22/16]


