Detroit-based Quicken Loans recently ranked highest in the country for client satisfaction among home loan servicers in a study conducted by J.D. Power. Quicken Loans has received the top ranking for mortgage servicing in each of its first two years of eligibility. Quicken Loans has also earned the last five consecutive (2010-2014) top rankings in J.D. Power’s mortgage origination study.
Not only did Quicken Loans rank No. 1 in J.D. Power’s overall Mortgage Servicing Customer Satisfaction rankings, but the Detroit-based, technology-focused, lender also ranked No. 1 in all six distinct categories J.D. Power uses to comprise its overall survey results.
According to the J.D. Power study, Quicken Loans clients also rated the company 29 percent higher for “innovation” and 26 percent higher for being “customer-driven” than the industry averages. In addition, the J.D. Power study stated that 100 percent of Quicken Loans clients surveyed says the company’s “call center representatives are easy to understand.”
One of the most telling results of the J.D. Power survey was their finding that Quicken Loans’ clients are 85 percent more likelyto “definitely” recommend Quicken Loans to a friend, relative or colleague than the industry average. In addition, the study also found that Quicken Loans’ clients are 85 percent more likely to “definitely” return to Quicken Loans for their next mortgage (refinance and purchase combined average) than the industry average.
“In an industry where many look at servicing a loan as merely collecting payments and harassing customers, we see this part of the business as an opportunity to build and continue long-term robust relationships with our clients,” says Dan Gilbert, Founder and Chairman of Quicken Loans. “We obsess over every detail of the mortgage process and are always encouraging our 13,000 team members to find better ways to simplify and improve the entire client experience for all of our clients. Every inch counts and our motivated and caring team members are well aware of that.”
Quicken Loans achieves its award-winning servicing thanks to the same culture and dedication to client experience that set the stage for its five consecutive J.D. Power origination awards.
“It is incredible what can be accomplished when 13,000-plus team members focus on our vision of delivering an amazing client experience,” says Bill Emerson, Quicken Loans CEO. “What is even more encouraging is our passion for continuing to innovate and improve the experience even further. We have a team that is eternally grateful but never satisfied, and through that spirit we will continue to deliver a client experience that is unmatched in our industry.”
For more information, visit www.quickenloans.com.
