Second time’s the charm.
Two times in a row.
Twice as nice.
Nobody’s higher on the list, my friends. Nope. Nobody.
That’s right. J.D. Power and Associates just announced the results of their 2011 customer satisfaction survey, and Quicken Loans is officially “ranked highest U.S. home lender for customer satisfaction by J.D. Power and Associates.”
We couldn’t be more thrilled.
I remember when we won last year. It was a great feeling. Knowing our hard work had paid off. Well, knowing our hard work gave our clients the best possible experience and they let J.D. Power know about it. Knowing that was cool. It was the first time in our company’s history that Quicken Loans ranked #1 with J.D. Power and Associates.
Today, it’s the second time. And the feeling of pride and accomplishment only gets better. Here is a little info from our press release:
According to the J.D. Power and Associates’ study, Quicken Loans far exceeded the industry average on a number of key performance indicators, receiving the highest score in three key factors of the study:
- The mortgage application and approval process (quality and convenience)
- Loan representative (product knowledge, responsiveness and client courtesy)
- The mortgage closing experience (ease, speed and service)
“We have built something extraordinary at Quicken Loans,” said Quicken Loans Founder and Chairman Dan Gilbert. “Being the greatest in our industry in client satisfaction for the second straight year shows the incredible effort and dedication our over 5,200 innovative and highly motivated team members bring to work with them each and every day. Our talented brain force, coupled with our technology and process-driven home lending platform, sets a new and increasingly higher standard when it comes to speed, scalability, and an experience that is engineered to amaze.”
According to J.D. Power, there is a clear relationship between a lender’s ability to deliver a superior customer experience and the relative impact on higher loyalty, retention and advocacy.
“To receive the J.D. Power Award once is an incredible achievement,” said Quicken Loans CEO Bill Emerson. “To repeat this accomplishment is a testament to our commitment to providing the best possible service to our clients over and over again, while closing record volumes.”
Congratulations to all the folks here at QL who worked so hard to allow us to have this honor another year. And THANK YOU to our clients for ranking us highest in the nation for customer satisfaction with home lenders. That’s a nice thing.
And today it’s twice as nice.
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