Team member laughs while on the phone

Quicken Loans, the nation’s second-largest retail mortgage lender and leading innovator in the financial tech space, has been ranked the top mortgage servicer in the U.S. for the fourth straight year by J.D. Power. The company has won the award each year in which it’s been eligible.

In addition to the four mortgage servicing awards, Quicken Loans has also been the highest ranked in customer service in J.D. Power’s survey of primary mortgage originators each of the last seven years. This makes Quicken Loans the highest-rated originator among more than 50,000 mortgage lenders across the nation.

In the history of the J.D. Power studies, no mortgage lender has finished first among their competition a total of 11 times in a seven-year period.

Quicken Loans Founder and Chairman Dan Gilbert said he thinks our process helps set us apart and provide superior client service.

“The Quicken Loans brain force is tireless in its pursuit of making our mortgage process the standard by which all others are judged,” said Gilbert. “Through innovations like Rocket Mortgage, we continue to define what fintech is and how it can revolutionize the entire mortgage experience. This award is further proof that when you obsess over every detail and treat every client as family, you leave a lasting impact.”

The company received the highest score in every category J.D. Power measured. Companies were judged on the following areas:

  • Billing and payment process
  • Mortgage fees
  • Interaction
  • Escrow account administration
  • Communications
  • New customer orientation

Along with these findings, the survey found that 95% of Quicken Loans clients who responded have had no problems with the service area of their loan within the last year. The company also ranked 25% higher than the average in the industry for the number of clients who would choose Quicken Loans to finance their next home purchase.

Quicken Loans CEO Jay Farner said that servicing is a key part of providing mortgage clients with the best possible experience.

“The most frequently overlooked part of getting a home loan is the actual servicing of the mortgage; however, that is often the most significant aspect, as it is a relationship that can last as long as 30 years,” said Farner. “We place tremendous emphasis on providing our clients an unmatched experience. From a web-based portal that provides clear, concise information, to experts who are empowered to take action when a problem arises, we are relentless in our mission of constantly exceeding our clients’ expectations.”

Quicken Loans launched the first completely online mortgage experience, Rocket Mortgage, at the end of 2015. In order to continually enhance the services provided to clients, Quicken Loans developed a completely new user interface for its MyQL servicing portal in July 2017. A mobile and desktop application used by clients to make online payments and review loan information, the portal now includes tools to show clients current equity estimates, escrow analysis and more.

As the nation’s seventh-largest mortgage servicer, Quicken Loans has serviced more than 1.5 million mortgages since 2010.

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This Post Has 19 Comments

  1. I feel the same way as others have said above. My experience with your company was awesome. The girls especially, I had one young guy that was very short with me but other than him I absolutely love your company. You are very deserving of your award. Its nice to be treated like ” I ” matter not the other way around. My Father always said, It takes more energy to be nasty than it does to be nice”. I agree, you guys as SO special. God Bless all of you. Paula

    1. Hi Paula:

      I’m glad to hear you had a good experience. That said, we never want to hear that one of our team members gave anything less than the best possible client experience. I’m going to have our Client Relations team look into this and reach out. Thanks again for being an amazing client!

      Kevin Graham

  2. Hi, My husband & I are and have been very pleased with Quicken loans. We have now have had two loans with Quicken . The associates have been very helpful,pleasant and eager to please. We would highly recommend Quicken Loans!!!

  3. You guys deserve this award! I have experienced your excellent customer service. Randy Hannosh picked up my call. My intention was to get general information about your refinancing program, but I ended up applying for refinancing that night after a long hard day at work. Trust me, that was not my intention. He was very informative, I felt so at ease with the process. I continued to receive updates by representatives and they were just as good. I am impressed with your on-line mortgage process and the people who work there. Thank you for making it such a pleasant experience.

    1. I’m glad you had a great experience, Bertha! I’m going to make sure Randy and the team see this. Have a great day!

      Thanks,
      Kevin Graham

  4. Congratulations and Blessings as you bless others, you are a great Refinance Company!! My husband and I appreciate the processional service that Cory Davis provided to us during the refinancing for a Quicken Loan. It was the easiest refinancing we have ever gone through. Thank you Cory for making this process so easy from the beginning: explaining the loan process, getting us a good plan and refinance rate, helping us get on the computer to submit the application, signing the applications, and being there for us to answer question throughout the process. You are the best and we will, and have given you name to others. We cannot thank you enough for the ease, the fresh and renewed feeling we have. Bless you, Sam and Lorine

    1. Thank you for the kind words, Samuel and Lorine! I’ll make sure Cory sees this. Thank you very much for the referrals as well. The best publicity is word-of-mouth. It’s been a pleasure to have you as clients!

      Thanks,
      Kevin Graham

  5. My experience with QL has been, without a doubt, the MOST EFFICIENT company I have ever worked with. I mean–ANY company–not just mortgage companies. EVERY associate I encountered in my refinance ordeal was HELPFUL, RESPECTFUL, TIMELY, KNOWLEDGEABLE, PATIENT with me (an elder with brain damage), and every other positive superlative I know. NOT ONE person was EVER RUDE, nor did anyone sound exasperated with me! I was exasperated with ME, but they were ALL very kind and helped me at every turn. I worked in corporate America for 30 years, and I can tell you from my experiences in my career, not all customers are EASY. Your company’s training methods must be stellar! You should market your training strategies to every company that deals with the public. I felt nothing but love and kindness from your employees. Never even “felt” an eye roll!
    Thank you from the bottom of my heart!
    Patricia Myles

    1. I’m glad we were able to help you, Patricia! You know, there really is no secret sauce. It’s just treating every client, every time, the way we would want to be treated. It’s awesome that you had such a great experience with us!

    1. Hi Rebecca:

      I’m sorry to hear you had a poor experience. This is absolutely something we’re looking into. Look for an email from our Client Relations team.

      Thanks,
      Kevin Graham

  6. I couldn’t agree more with this award. I have owned eight homes in my lifetime and was a little reluctant to embark on buying a condo after my husband died. He had always taken care of the details. The Quicken agents became my family from the start to the close of my loan. They were patient and helpful with all the details that go along with getting and closing on a loan. Kudos!

  7. Congratulations!! You all are so deserving!! My experience last year was perfect. Jason Ward walked me through every step, answered all my questions and eased my fears and doubts. I couldn’t be more excited for you and your achievements. With our refinance we have gained peace of mind knowing you are with us till the end and helped secure our financial future. Thank you seems so simple to say but I whole heartily thank all involved!! Keep up the great work –Gold Stars!!!

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