They say it’s lonely at the top.
Especially when being at the top means you’ve just been ranked “highest in customer satisfaction among mortgage servicing companies” in the U.S. by J.D. Power
We think being at the top means you are the polar opposite of lonely. It means you are ALWAYS communicating and helping. It means you are ALWAYS available to take care of any issues and offer solutions to your clients. It means answering the phone and not letting calls fall into a voicemail vortex. It means caring and responding.
You might be aware that Quicken Loans has been ranked highest in customer satisfaction for primary mortgage origination for the past four years. That’s old news. However, this is the first year we’ve also been ranked highest for servicing, and we are both humbled and honored that our clients chose us for this award.
Just to make sure it’s clear, there are two parts to the mortgage industry: The part where you get a loan is called origination, and the part where you pay your monthly bill is called servicing. J.D. Power has separate awards for each part. No mortgage company has ever been ranked highest in both awards in the same year – until now.
Earlier, I said our clients chose us for this award. You should know that Quicken Loans didn’t apply for this award, and J.D. Power didn’t choose us for anything. Our clients chose us by ranking us higher than any other mortgage servicing company in America on a survey that J.D. Power sends out each year. It’s that simple. All we did was provide outstanding client service. Our clients, in turn, told J.D. Power that we’re the best in the business.
I asked Mark Landshulz, vice president of servicing at Quicken Loans, what the award meant to him. Here’s what he had to say:
“I am truly proud and honored to be a part of the Quicken Loans Servicing team – a team that came together with one simple mission: to serve our clients. Having our clients rank us as “highest in customer satisfaction for mortgage servicing” in the U.S. is fabulous feedback that we are on the right track, but we can and will get even better. Thank you, America, for making us #1. Congratulations to everyone at Quicken Loans who contributed to this award! You’re the BEST.”
Thanks, Mark. Being the best is great feeling.
One last thing about the J.D. Power study. According to their results, Quicken Loans earned the highest score in four key factors of the study:
- Billing and payment process
- Escrow account administration
- Phone Contact
We had an overall satisfaction score of 835 out of a 1,000. We were a whopping 53 points higher than the second-ranked servicer, who had a score of 782. Last year, the difference between the top four mortgage servicers in overall rankings was only four points. Not so close this year. You can learn more about the study and results in the official press release from J.D. Power.
That’s all. Thank you for ranking us at the top. We try our hardest every day, and as Mark said, “We can and will get even better.”
Any comments or feedback on the award are greatly appreciated. Leave them below.