Site Details of: Countrywide Home Loans

Site Title:	Countrywide Home Loans
URL:	http://www.countrywide.com/
Category:	Mortgages
Description:	Countrywide is the leading "bricks-and-clicks" provider on the Scorecard, combining the strength of a national lender with the automation and convenience of a robust Web site. For the second consecutive quarter, the firm earned a number-one score for the On-Site Resources category and for the Novice Home Buyer profile, due to its breadth of loan products, calculators and educational content. Users can access current rate and product information online, and visit any of the 550 branches nationwide. Applications are processed through a central call center and, if approved, passed on to a local branch.
Benefits:	Countrywide serves a broad range of consumers and delivers a solid overall consumer experience. The firm will run a credit check, pre-approve the borrower and lock in a rate without obligation or required fee. Creative loan programs include free "Lock & Shop" (no application or deposit required) and a 10-day guaranteed close from the time full documents are received, or $250 back. The firm recently launched www.fullspectrum.com to service sub-prime borrowers all the way down to "D-rated" credit. Because Countrywide services the loans it originates, consumers can track their monthly mortgage payment through the Web. The site is generally user friendly, with rate watch and lock options integrated within a quick rate table.
Shortfalls:	As the leading "clicks-and-bricks" player, Countrywide is working hard to integrate its Web site and branch network. To date, consumers can`t apply at a branch and track their application status online via a personal status page. The firm`s customer service still seems to be transitioning to the Web as evidenced by poor Internet and phone customer service results during our testing. The absence of live chat doesn`t help customer service accessibility. Rates are consistently more expensive than those found at other leading online offerings. Countrywide also lacks money back guarantees to confirm lowest rates, call-backs or closing costs.
Review Scores:	Category Scores Ranks Overall 0.95 303 Ease Of Use 0.00 387 Customer Confidence 0.00 387 On-Site Resources 5.00 259 Relationship Services 4.50 307 Cost Effective 0.00 387