Century 21 ranks in the top three in Customer Satisfaction

Century 21 ranks in the top three in Customer Satisfaction. Image courtesy of Ambro / FreeDigitalPhotos.net

Prudential Real Estate ranked the highest in customer satisfaction in three out of four home buyer and seller segments, according to the latest J.D. Power Home Buyer/Seller Satisfaction study of the nation’s largest real estate companies.

Rankings for home-buying satisfaction are based on four factors: agent/salesperson, real estate office, closing process, and a variety of additional services. Home-selling satisfaction is also based on those four factors, plus marketing.

J.D. Power revealed the following rankings of real estate companies:

First-time home buyer satisfaction rankings

1. Prudential Real Estate
2. RE/MAX
3. Century 21

Repeat home buyer satisfaction rankings

1. Prudential Real Estate
2. Century 21
3. RE/MAX

First-time home seller satisfaction rankings

1. Prudential Real Estate
2. Keller Williams
3. RE/MAX

Repeat home seller satisfaction rankings: 

1. RE/MAX
2. Century 21
3. Prudential Real Estate

“Real estate companies remain challenged in adapting their customer service approach to best meet the needs of first-time home buyers and sellers,” says Christina Cooley, director in the diversified services industry practice at J.D. Power. “They need to educate these customers by explaining the current state of the market, discuss foreclosure and short sale transactions, and walk them through every step of the closing process. Those real estate companies that are best able to adapt to specific customer scenarios and their resulting expectations and needs are much more likely to be successful in achieving customer satisfaction loyalty.”

The study also revealed that customers tend to be more loyal to their real estate company than to their sales agent.

Source: J.D. Power

‘Boomerang Home Buyers’ Are Staging a Comeback

‘Boomerang Home Buyers’ Are Staging a Comeback. Image courtesy of smarnad / FreeDigitalPhotos.net

“Boomerang Home Buyers”—former home owners who have gone through a short sale, foreclosure, or bankruptcy in the past few years and are saving up for a down payment to purchase a home again—are coming back. They’re expected to flood markets in some of the hardest hit areas for short sales and foreclosures in the coming years. For example, Boomerang Home Buyers are predicted to account for nearly one in every five home sales in the metro Phoenix area this year—double the projected U.S. rate.

Rising rents and the desire to own again now that the economy is more stable are driving many Boomerang Home Buyers to re-enter the market. They also want to jump in before interest rates and home prices climb too much higher.

But how soon they can jump back in will depend on the type of loan they had as a previous home owner. For example, boomerang buyers who had FHA loans may need to wait only three years if they can prove that a hardship, such as job loss or death of a wage earner, led to their foreclosure or short sale.

Borrowers have typically been required to wait five to seven years to qualify for another loan, but mortgage giants have begun to change their rules to allow home owners who underwent a foreclosure or short sale to qualify sooner. Those who underwent a short sale will likely qualify the soonest. However, not all lenders are participating, so borrowers will need to shop around.

Freddie Mac’s wait time is usually four years following a short sale or deed-in-lieu, and seven years after a foreclosure. Fannie Mae may require a seven-year wait for a foreclosure, but only a two-year wait following a short sale as long as the borrower can provide a 20 percent down payment.

The following markets have the highest share of Boomerang Home Buyers, according to John Burns Real Estate Consulting:

• Riverside-San Bernardino, Calif.: 4.1% (percentage of all U.S. boomerang buyers in 2013)
• Los Angeles: 3.7%
• Phoenix: 3.6%
• Chicago: 2.5%
• Atlanta: 2.4%
• Las Vegas: 2.12%
• Washington, D.C.: 2.1%

Source: “New Wave of Buyers Ready to Hit the Real Estate Market,” The Examiner (July 15, 2013) and“Phoenix housing market sees ‘boomerang buyers’ sooner than expected,” The Arizona Republic (July 14, 2013)

Mortgage Rates Continue to Rise, Fed Eases Fears

Mortgage Rates Continue to Rise, Fed Eases Fears. Image courtesy of Salvatore Vuono / FreeDigitalPhotos.net

Mortgage rates moved higher again this week as speculation continued about whether the Federal Reserve will end its future bond purchases, which have kept rates at historical lows, Freddie Mac reports in its weekly mortgage market survey. But remarks by Federal Reserve Chairman Ben Bernanke on Wednesday may indicate that the Fed won’t be ending its program immediately.

On Wednesday, Bernanke said that unemployment is still high and inflation too low. He said the Fed would not raise short-term rates until the unemployment rate reaches 6.5 percent. The jobless rate is currently 7.6 percent. The Fed has been buying $86 billion a month in government bonds to hold down long-term interest rates, which have helped mortgage rates in recent months reach all-time lows.

Freddie Mac reported the following national averages with mortgage rates for the week ending July 11:

• 30-year fixed-rate mortgages: averaged 4.51 percent, with an average 0.8 point, rising from last week’s 4.29 percent average. A year ago at this time, 30-year rates averaged 3.56 percent.
• 15-year fixed-rate mortgages: averaged 3.53 percent, with an average 0.8 point, increasing from last week’s 3.39 percent average. Last year at this time, 15-year rates averaged 2.86 percent.
• 5-year adjustable-rate mortgages: averaged 3.26 percent, with an average 0.7 point, up from 3.10 percent last week. Last year at this time, 5-year ARMs averaged 2.74 percent.
• 1-year ARMs: averaged 2.66 percent, with an average 0.5 point, holding steady from last week’s average. A year ago at this time, 1-year ARMs averaged 2.69 percent.

Source: Freddie Mac and “Bernanke: Economy still needs Fed stimulus,” The Associated Press (July 10, 2013)

Foreclosures at Lowest Level in 7 Years

Foreclosures at Lowest Level in 7 Years. Image courtesy of cooldesign / FreeDigitalPhotos.net

In June, lenders initiated 57,286 foreclosures — the lowest level for any month in 7.5 years, RealtyTrac Inc. reported Thursday. Foreclosure starts are at an 800,000 pace for this year, down from 1.1 million last year.

The housing market continues to pick up nationwide, and the drop in foreclosures is helping to keep home prices higher. CoreLogic reported recently that home prices jumped 12.2 percent in May from a year earlier, which was the largest increase in seven years.

“Halfway through 2013, it is becoming increasingly evident that while foreclosures are no longer a national problem, they continue to be a state and local market problem,” says Daren Blomquist, a vice president at RealtyTrac.

Foreclosures remain elevated in some states, such as Florida, Nevada, Illinois, and Ohio.

About 75 percent of homes in the foreclosure process as of June have mortgages that were originated between 2004 and 2008, according to RealtyTrac.

“That’s a good sign that the lending has much improved and we’re not seeing high foreclosure rates on mortgages that have been taken out since 2008,” Blomquist says.

In June, lenders repossessed 35,507 homes — down nearly 9 percent from May and down 35 percent from a year ago, RealtyTrac reports. Blomquist says that about 25,000 repossessions a month is considered more “normal” for the housing market. Still, the numbers are far below the peak reached in September 2010 of 102,000, according to RealtyTrac.

Source: “Foreclosures hit lowest level since 2006,” The Associated Press (July 11, 2013)