Quicken Loans Ranks Highest in J.D. Power Study of Mortgage Servicing Client Satisfaction in Third Consecutive Year of Eligibility

  • July 28, 2016

Third-straight top servicing ranking adds to company’s six consecutive top placements for mortgage origination

DETROIT, July 28, 2016 – Detroit-based Quicken Loans, the nation’s second largest retail mortgage lender, today ranked highest in the country for client satisfaction among home loan servicers in a study conducted by J.D. Power.

This is the third consecutive year Quicken Loans earned the top spot in the servicing study, ranking highest in the survey each year it was eligible. The company has also ranked highest in the J.D. Power survey of mortgage originators for six straight years – earning nine top rankings combined in the past seven years. Quicken Loans is the winningest company among mortgage lenders in the history of J.D. Power’s studies.

“We refer to those who we help as ‘clients,’ not ‘customers,’ for a reason. Too often, mortgage companies view their interaction with a client simply as a transaction, versus a relationship dedicated to assisting the client for the life of their loan,” said Dan Gilbert, Founder and Chairman of Quicken Loans. “Our passionate team members know the connection with our clients extends far beyond origination, and they obsess every day to make sure all of our serviced clients have the best possible experience.”

Quicken Loans received the highest score in the following categories measured by J.D. Power:

•  Overall Satisfaction
•  Interaction
•  Mortgage Fees
•  Escrow Account Administration
•  Communication
•  New Customer Orientation

The J.D. Power study showed 96 percent of Quicken Loans clients surveyed said they did not experience difficulty understanding the team member they last spoke with. Clients also rated Quicken Loans 26 percent higher for “innovation,” 22 percent higher for being “customer-driven” and 18 percent higher than the industry average for being “friendly.”

The perennial placement at the top of J.D. Power’s rankings are a direct result of Quicken Loans’ client-centered and innovative culture.

“Every one of our 15,000 dedicated team members approach each day laser-focused on giving clients the best home loan experience possible,” said Bill Emerson, Quicken Loans CEO. “It is a collective effort that leads to repeated client service honors. Our passionate Client Experience team treats every client like family, and our award-winning Technology team is obsessed with providing online and mobile resources for clients to have the choice to access their loan any way they choose.”

Quicken Loans began servicing the mortgages it originates in 2010. It is now the country’s 10th largest mortgage servicer by portfolio size, with a servicing portfolio of more than $204 billion, and services more than 1.2 million mortgages.

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About Quicken Loans

Detroit-based Quicken Loans Inc. is the nation’s second largest retail home mortgage lender. The company closed more than $220 billion of mortgage volume across all 50 states since 2013. Quicken Loans generates loan production from web centers located in Detroit, Cleveland and Scottsdale, Arizona. The company also operates a centralized loan processing facility in Detroit, as well as its San Diego-based One Reverse Mortgage unit. Quicken Loans ranked “Highest in Customer Satisfaction for Primary Mortgage Origination” in the United States by J.D. Power for the past six consecutive years, 2010 – 2015, and highest in customer satisfaction among all mortgage servicers the past three years, 2014 – 2016.

Quicken Loans was ranked No. 5 on FORTUNE magazine’s annual “100 Best Companies to Work For” list in 2016, and has been among the top-30 companies for the last 13 years. It has been recognized as one of Computerworld magazine’s ’100 Best Places to Work in IT’ the past 12 years, ranking No. 1 in 2016, 2015, 2014, 2013, 2007, 2006 and 2005. The company moved its headquarters to downtown Detroit in 2010, and now more than 10,000 of its 15,000 team members work in the city’s urban core. For more information about Quicken Loans, please visit QuickenLoans.com, on Twitter at @QLnews, and on Facebook at Facebook.com/QuickenLoans.

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