Even in Digital Era, Collaboration and Human Interaction Have a Role

By: Sarah Volling for ACUMA Summer Pipeline

Given rising digital demand, we might assume that borrowers want automated decisions and all-digital communication channels. But ac-cording to our recent borrower sur-vey, it’s not that simple.

In the fall of 2016, Mortgage Ca-dence teamed up with Accenture Research to survey a diverse set of borrowers on their desires and ex-pectations regarding the origination process. Responses were received from more than 1,500 borrowers of a variety of ages and origination types (including first mortgage, refinance, and HELOC borrowers).