National Education receives high scores from borrowers in annual survey and makes additional enhancements to improve servicing. National Education conducts annual survey of its borrower population and receives positive feedback on numerous customer satisfaction ratings; continues working towards additional improvements for better borrower experience.
CHICAGO, April 4, 2014 /PRNewswire-iReach/ -- National Education, a privately held student loan servicer in Chicago, received high praise after surveying its 40,000 + borrower population, an encouraging sign these days with so much negative attention on student loan servicers.
The survey focused on borrower satisfaction regarding website design and usability, phone interaction, and staff professionalism. Among the key findings:
- 90% of borrowers feel the National Education website is easy to navigate, has helpful and relevant information, and resolves borrower inquiries.
- 80% + of borrowers are satisfied with call wait time and feel their concerns are resolved the first time they call.
- 90% of borrowers feel the National Education staff is courteous, professional, and knowledgeable.
- In general, National Education received more compliments than complaints, a rarity in most survey formats.
In direct response to customer feedback, National Education quickly redesigned key portions of its website to improve access to the most often-used pages. Students and parents now have faster access to exactly what they want. In the short term, National Education plans to incorporate more mobile-friendly functionality of its website, add more financial literacy content, and improve its online tools for borrowers.
"We are very encouraged by these findings," says Matt Scotty, President of National Education. Mr. Scotty continued, "Too often customers are dissatisfied with their student loan experience. These results, which are a testament to the knowledge and hard work of our employees, conform to our mission to set the standard for superior service in our industry."
National Education boasts a call wait time of less than half a minute, and less than one half of one percent of phone calls go unanswered. National Education also maintains a dedicated customer service staff and does not use an automated phone system. In addition, the default rate on National Education's federal and private loan portfolios consistently perform better than industry average.
For more information about NES and services offered, please visit www.nationaled.net.
National Education is a financial solution company sharply focused on developing, marketing, originating and servicing education financial products. National Education has received the "Exceptional Performer" designation from the U.S. Department of Education.
For more information, contact:
Matt Scotty, 800.345.4325 x5173, President, National Education
Ken Bogacki, 800.345.4325 x5509, VP of Product Development, National Education
Media Contact: Ken Bogacki, National Education Servicing, 312-205-5509, firstname.lastname@example.org
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SOURCE National Education Servicing