Now that we’re securely in a purchase market, you need referrals. So, how are you doing. Do you even know? You need to check into these things. For example, Mortgage Network reported that 100 percent of the 259 borrowers who responded to a closed loan survey in November told the company they would refer Mortgage Network to a friend or family member. The results mark the first time since Mortgage Network began giving its monthly customer satisfaction survey in 2010 that every single borrower said they would recommend the lender to others.
The company’s customer satisfaction survey is given when a borrower’s loan is completed. When asked, “Would you recommend us to your friends and associates?” 100 percent of borrowers whose loans closed in November answered yes. In addition, 96.14 percent said they were “very satisfied” with Mortgage Network.
Based in Danvers, Massachusetts, Mortgage Network provides a complete range of conventional, non-conforming, government and state bond residential mortgage loans. Since 2000, the company has sold more than $35 billion in mortgage loans while building a reputation for delivering nationally acclaimed customer service.
“While our track record of customer service has always been strong, having every single borrower say they would refer Mortgage Network is amazing. Even borrowers who said they had a less than perfect experience said they would recommend us because of the way we handled any issues,” said Brian Koss, executive vice president of Mortgage Network. “Making borrowers happy is not easy, especially in today’s market. Everyone in the Mortgage Network family, from our experienced and diligent loan officers to our attentive and focused operations, administration and support staff, deserves a ton of credit for this achievement.”
So far in 2014, Mortgage Network has had a dynamic year of growth, opening six new offices and adding 113 veteran branch managers, loan officers and operations staff. Earlier this year, the company ranked #18 on Mortgage Executive Magazine’s “50 Best Places to Work” and announced it would be expanding in the South, where recruiting is under way.
“The fact that we are able to maintain a high level of customer service during an otherwise challenging market is something we’re very proud of, but the key to our success is rather simple,” Koss said. “We take experienced, consumer-driven financial experts and support them with equally passionate, service-oriented professionals. When we do this well, everyone wins – especially the borrower.”
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 firstname.lastname@example.org.