Fintech Fridays w/ Bruce Gehrke, JD Power

Summary
In this episode of FinTech Fridays, Brian Vieaux interviews Bruce Gehrke from JD Power about the 2024 Originations Customer Satisfaction Survey. They discuss the survey methodology, shifts in consumer preferences towards personal interaction, and the importance of early engagement in the home buying process. The conversation also touches on the satisfaction levels of first-time home buyers and the role of loan officers in enhancing customer experience. Bruce dispels myths about JD Power's client relationships and emphasizes the value of data access for lenders.
Takeaways
- The JD Power survey uses independent panel providers for consumer sampling.
- Consumer preferences are shifting towards more personal interactions with lenders.
- Over 92% of borrowers now prefer some level of personal interaction in the mortgage process.
- Engaging with lenders early in the home buying process leads to higher satisfaction and loyalty.
- First-time home buyers report higher satisfaction than repeat buyers in the survey.
- The mortgage industry is adapting to higher interest rates and changing consumer expectations.
- Lenders that provide advisory support are seeing better customer satisfaction.
- JD Power clients gain access to comprehensive data and insights for performance improvement.
- The survey results reflect broader market trends and consumer needs.
- Understanding competitive context is crucial for lenders to improve their services.
Chapters
00:00 Introduction to JD Power's Survey Results
08:07 Shifts in Consumer Preferences
14:19 Industry Adaptation and Customer Experience
20:49 First-Time Home Buyers Insights

Bruce Gehrke
🔹 Strategic Growth Leader | AI-Powered Business Development | Customer Intelligence & Revenue Acceleration | Data-Driven Decision Maker
With a passion for transforming complexity into clarity, I bring over 25 years of cross-functional leadership experience spanning strategy, operations, finance, sales, and marketing. I specialize in helping consumer-facing businesses unlock growth through data-driven insights, customer-centric strategies, and scalable execution.
I’m a growth-focused business leader with 15+ years of experience driving strategic transformation through data, analytics, and customer-centric innovation. My passion lies in turning complexity into clarity—using AI and advanced analytics to uncover insights that fuel smarter decisions, stronger customer relationships, and scalable revenue growth.
Currently, I lead the Lending Intelligence Practice at J.D. Power, where I’ve delivered 300% revenue growth by combining predictive analytics with deep customer experience expertise. I’ve helped top financial institutions optimize omni-channel strategies, navigate market disruptions, and launch award-winning CX programs.
Previously, as COO at SBA Technologies, I scaled enterprise sales operations for SaaS and mobile platforms, led multimillion-dollar implementations, and built strategic partnerships with major banks. My entrepreneurial mindset and analytical rigor helped bring innovative fintech solutions to market across the U.S. and internationally.
Earlier in my career, I played a key role in the $100M acquisition of Anth… Read More