Quicken Loans Ranked Highest in the Nation for Client Satisfaction Among Mortgage Servicers by J.D. Power for 4th Consecutive Year

  • July 27, 2017

Company’s 4 servicing awards come in addition to its 7 consecutive J.D. Power trophies as the nation’s top mortgage originator for client satisfaction

DETROIT, July 27, 2017 – Detroit-based Quicken Loans, the country’s second largest retail mortgage lender, and the nation’s leading FinTech innovator, was today named the nation’s top mortgage servicer for client satisfaction by J.D. Power for the 4th straight year – each year in which the company has been eligible.

In addition to the 4 mortgage servicing awards, Quicken Loans has also ranked highest in client service in J.D. Power’s survey of mortgage originators for 7 straight years, making the company the top rated originator among the more than 50,000 mortgage lenders in the country. Additionally, no company in the history of J.D. Power studies on customer service in the mortgage lending industry has finished 1st among all lenders 11 total times in just 7 years.

“Quicken Loans’ brainforce is tireless in its pursuit of making our mortgage process the standard by which all others are judged,” said Dan Gilbert, Founder and Chairman of Quicken Loans. “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.”

Quicken Loans received the highest score in every category measured by J.D. Power, including:

  • Billing and Payment Process
  • Mortgage Fees
  • Interaction
  • Escrow Account Administration
  • Communication
  • New Client Orientation

According to the J.D. Power survey, 95% of Quicken Loans respondents reported that they had experienced no problems with the servicing of their loan within the last year. The report also concluded that Quicken Loans ranked 25% higher than the industry average for the number of clients who would choose Quicken Loans when purchasing their next home.

“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 Jay Farner, CEO of Quicken Loans. “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.”

In late 2015 Quicken Loans launched Rocket Mortgage, the first completely online mortgage experience. In the spirit of continually innovating to improve client experience, in July 2017 the company launched a new user interface via its MyQL servicing portal. The mobile and desktop application, which allows clients to make online payments and view loan information, now features tools to provide clients their current equity, escrow analysis and more.

Since 2010, Quicken Loans has served more than 1.5 million mortgages and is the nation’s 7th largest mortgage servicer.

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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 $300 billion of mortgage volume across all 50 states between 2013 and 2016. Quicken Loans moved its headquarters to downtown Detroit in 2010, and now more than 17,000 team members from Quicken Loans and its Family of Companies work in the city’s urban core. The company 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 seven consecutive years, 2010 – 2017, and highest in customer satisfaction among all mortgage servicers the past four years, 2014 – 2017.

Quicken Loans was ranked #10 on FORTUNE magazine’s annual “100 Best Companies to Work For” list in 2017, and has been among the top-30 companies for the past 14 consecutive years. The company has been recognized as one of Computerworld magazine’s ’100 Best Places to Work in IT’ the past 13 years, ranking #1 for eight of the past twelve years including 2017. The company is a wholly-owned subsidiary of Rock Holdings, Inc., the parent company of several FinTech and related businesses. Quicken Loans is also the flagship business of Dan Gilbert’s Family of Companies comprising nearly 100 affiliated businesses spanning multiple industries. For more information and company news visit QuickenLoans.com/press-room.

Twitter: @QLnews

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