JD Power: Quicken Loans first in customer service five years straight

Detroit lender tops mortgage satisfaction study, again

For the fifth year in a row, Quicken Loans ranks highest in customer service for mortgage originators, according to the J.D. Power 2014 U.S. Primary Mortgage Origination Satisfaction Study.

Quicken ranked first in all six key categories of the study, including: interaction, loan closing, application/approvals process, loan offerings, onboarding and problem resolution.

“Our tenure at the top of this study of client satisfaction is a simple reflection of ‘who we are’ as a business,” said Dan Gilbert, founder and chairman of Quicken Loans. “Our nearly 12,000 team members go to tremendous lengths every single day to deliver the best client experience in the industry. This is led by a culture where innovation, passion and execution thrive.”

According to J.D. Power’s study, Quicken Loans ranked highest among primary mortgage lenders with a score of 853.Bank of America (BAC) ranked second with a score of 807 and JPMorgan Chase (JPM) ranked third with a score of 805.

Loan originators for Quicken are notoriously aggressive with their sales tactics, as outlined by HousingWire reporter Brena Swanson's blog when the lender received the same award last year:

One…Two…Three… seconds and my phone starts to ring. About as fast as I could hit submit, Quicken Loans already had my number in the system and was calling me, and it was not an automated call. I answered and admitted I was a reporter doing research on mortgage originations, to which he replied, "Even a reporter needs a mortgage."

According to J.D. Power, the 2014 U.S. Primary Mortgage Origination Satisfaction Study is based on responses from 3,893 customers who originated a new mortgage or refinanced within the past 12 months. The study was fielded in July through September 2014.

Earlier in the year, Quicken was also ranked highest in the 2014 U.S. Primary Mortgage Servicer Satisfaction Study from J.D. Power in its first year of eligibility for the award.

According to a release from Quicken, the company closed a record $80 billion in volume across all 50 states in 2013.

“Every day you have a choice – you can get better, or you can get worse. I’m proud to say that we continue to get better,” said Bill Emerson, Quicken Loans CEO.

“We’re able to keep setting the bar higher because of three simple things: people, process and technology,” Emerson continued. “Our knowledgeable team members deliver an unmatched experience through communication and efficiency, our process remains simple and our technology is second to none.”

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