HOME BUYER’S PERCEPTIONS

To understand consumers’ perceptions, we conducted focus groups with consumers who had either purchased a home recently or were currently buying a home.

As a result, we learned:

  • Consumers are disenchanted with the mortgage-lending industry and process.
  • There is low transparency and inconsistent communication about the process.
  • The prevailing sentiment is that the mortgage-lending process is trying, stressful and confusing.