With a 97% customer satisfaction rating, we’re proud to say our customers think we’re virtually perfect when it comes to delivering a satisfying experience. But we aren’t satisfied yet! We’re constantly looking for ways to raise the bar and deliver more value. That’s why we’ve made a commitment to ask every single customer for their opinion.
Customer Satisfaction Program Details
- We Hired Trusted Experts — We started by hiring independent experts, the STRATMOR Group, a data-driven advisory firm with the mortgage industry’s only Borrower Satisfaction index.
- We Survey Every Customer — Shortly after their home loan closes, our customer receives an email invitation to complete an online satisfaction survey. The survey was developed by STRATMOR to accurately and consistently measure a wide-range of satisfaction factors, including product offering, communication, price, knowledge, timeliness and service quality.
- 36% of Our Customers Respond — On average, approximately 36% of our customers complete the survey, a significantly higher response rate than the typical 10-15% most online customer surveys receive.
- We Review Our Results — STRATMOR collects and analyzes the survey data. We use the information to not only ensure we are meeting the expectations of our customers, but to look for opportunities to make the process even better. We also compare our results to other home loan providers, and we’re pleased to report we consistently outperform the industry average which hovers around 89%.
- We Share Results and Comments — We also invite customers to give us a review on Zillow, in addition to completing our survey. With real-time ratings and comments, Zillow is a great resource to hear directly from customers who recently experienced our service for themselves.
We hope you will give us a chance to win your praise and positive feedback by helping you with a home loan or refinance.