Certainly these are challenging times, but those that do a good job by their customers will be successful. Technology vendors that offer great customer service are thriving and those vendors should pat themselves on the back more. For example, in its eighth annual customer survey, QuestSoft, a provider of automated compliance software, reported that 99.7 percent of its customers from 2012-2014 expressed satisfaction with QuestSoft’s customer support and training.
The company also reported year-over-year improvements in five of the eight measured categories. The company has received more than 1,500 customer responses in total for the last three years of the survey, and these results especially highlight QuestSoft’s exemplary customer service and free product training.
“QuestSoft prides itself on providing its customers with the best technology supported by exceptional service and training to remove the complexity from compliance,” said Carey Aimone, vice president of Training and Customer Support for QuestSoft. “We constantly update and re-train our staff to provide the highest levels of education and service while delivering innovative compliance solutions to our customers and the mortgage industry.”
Many customers cite the company’s support team’s accessibility as a key factor in their satisfaction with the company. “For 13 years I have been using QuestSoft, and not once did I have an issue with their customer service,” said Charito Tan, director of Mortgage Processing for Mountain View, Calif.-based First Technology Federal Credit Union. “The QuestSoft support team is always available to respond to my inquiries and provide the support I need, which makes HMDA submission that much easier.”
QuestSoft’s HMDA RELIEF software received high satisfaction ratings from an average of 99.6 percent of users over the same three-year period. “I love the QuestSoft system for our HMDA needs,” said Bruce Talbot, mortgage review manager for West Jordan, Utah-based Mountain America Credit Union. “HMDA RELIEF has saved me hours of time and has also made our annual submission process painless.”
The annual survey, which has collected almost 5,000 responses since its inception, is distributed to customers after the HMDA data submission deadline. The sheer volume of survey participants and the extraordinarily high marks represent a mandate in a world of less than stellar customer service.
“In the highly competitive mortgage environment where customer service rarely reigns supreme, having customers completely satisfied with a company’s offerings is a profound accomplishment,” said Leonard Ryan, president of QuestSoft. “The regulatory environment has changed the way mortgage professionals operate, and as a result, QuestSoft will continue to train our personnel to support and deliver what our customers need to achieve compliance and reach their business goals.”
About The Author
Tony Garritano is chairman and founder at PROGRESS in Lending Association. As a speaker Tony has worked hard to inform executives about how technology should be a tool used to further business objectives. For over 10 years he has worked as a journalist, researcher and speaker in the mortgage technology space. Starting this association was the next step for someone like Tony, who has dedicated his career to providing mortgage executives with the information needed to make informed technology decisions. He can be reached via e-mail at email@example.com.