J.D. Power Survey Ranks Quicken Loans Highest in the Nation for Mortgage Servicing Client Satisfaction for Second Consecutive Year

- The J.D. Power back-to-back #1 servicing rankings add to Quicken Loans' #1 client satisfaction rankings in primary mortgage origination for the past five consecutive years-

Jul 30, 2015, 08:50 ET from Quicken Loans

DETROIT, July 30, 2015 /PRNewswire/ -- 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. Quicken Loans has received the top ranking for mortgage servicing in each of its first two years of eligibility. Quicken Loans has also earned the last five consecutive (2010-2014) top rankings in J.D. Power's mortgage origination study.

Not only did Quicken Loans rank #1 in J.D. Power's overall Mortgage Servicing Customer Satisfaction rankings, but the Detroit-based, technology-focused, lender also ranked #1 in ALL SIX distinct categories J.D. Power uses to comprise its overall survey results.

J.D. Power Mortgage Servicing Study - 2015

Key Factors

Weight

Rank

       Overall Customer Satisfaction

-

#1

Billing and payment process

33%

#1

Fees

20%

#1

Escrow Account Administration

16%

#1

Interaction

14%

#1

Communication

11%

#1

New Customer Orientation

7%

#1

According to the J.D. Power study, Quicken Loans clients also rated the company 29% higher for "innovation" and 26% higher for being "customer-driven" than the industry averages. In addition, the J.D. Power study stated that 100% of Quicken Loans clients surveyed said the company's "call center representatives are easy to understand."

One of the most telling results of the J.D. Power survey was their finding that Quicken Loans' clients are 85% more likely to "definitely" recommend Quicken Loans to a friend, relative or colleague than the industry average. In addition, the study also found that Quicken Loans' clients are 85% more likely to "definitely" return to Quicken Loans for their next mortgage (refinance and purchase combined average) than the industry average. 

"In an industry where many look at servicing a loan as merely collecting payments and harassing customers, we see this part of the business as an opportunity to build and continue long-term robust relationships with our clients," said Dan Gilbert, Founder and Chairman of Quicken Loans. "We obsess over every detail of the mortgage process and are always encouraging our 13,000 team members to find better ways to simplify and improve the entire client experience for all of our clients. Every inch counts and our motivated and caring team members are well aware of that."

Quicken Loans achieves its award-winning servicing thanks to the same culture and dedication to client experience that set the stage for its five consecutive J.D. Power origination awards.

"It is incredible what can be accomplished when 13,000-plus team members focus on our vision of delivering an amazing client experience." said Bill Emerson, Quicken Loans CEO. "What is even more encouraging is our passion for continuing to innovate and improve the experience even further. We have a team that is eternally grateful but never satisfied, and through that spirit we will continue to deliver a client experience that is unmatched in our industry."

Quicken Loans began servicing the loans it originates in 2010 and has now helped one million servicing clients. The company has grown to become the nation's 10th largest servicer, with a portfolio of nearly $170 billion.

Although Quicken Loans recently celebrated the anniversary of its 30th year in business, the company began servicing the vast majority of its originated loans only in the past few years and its servicing portfolio has just crossed the 1 millionth household on July 30th, 2015.

The company moved its headquarters to downtown Detroit in 2010. Now more than 12,500 team members from Quicken Loans and its family of companies work in Detroit's urban core.

About Quicken Loans

Detroit-based Quicken Loans Inc. is the nation's second largest retail home mortgage lender. The company closed $140 billion of mortgage volume across all 50 states in 2013-2014. 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 in the nation for Primary Mortgage Origination" in the United States by J.D. Power for the past five consecutive years (2010 – 2014) and highest in customer satisfaction among all mortgage servicers in both 2014 and 2015.

Quicken Loans was named among the top-30 companies on FORTUNE magazine's annual "100 Best Companies to Work For" list for the last 12 consecutive years, ranking No. 12 in 2015. It has been recognized as one of Computerworld magazine's '100 Best Places to Work in IT' the past ten years, ranking No. 1 in 2014, 2013, 2007, 2006 and 2005. The company moved its headquarters to downtown Detroit in 2010, and now more than 10,000 of its more than 13,000 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.

 

 

 

 

 

SOURCE Quicken Loans



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