- Leads Industry Rankings for a Second Consecutive Year
- Scores Highest in Three of Four Study Factors
Quicken Loans Ranks Highest Nationwide in Mortgage Origination Customer Satisfaction, Two Years in a Row
For a second consecutive year, Quicken Loans ranks highest in overall customer satisfaction among U.S. mortgage originators, according to the J.D. Power and Associates 2011 Primary Mortgage Origination Satisfaction StudySM. The study helps new homebuyers and existing homeowners make more informed decisions when considering a mortgage originator by measuring the key factors that determine overall satisfaction. These factors include the Application/Approval Process (31% importance weight); Loan Representative (28%); Contact (27%); and Closing (14%). The study is based on the experiences and perceptions of more than 3,600 customers who originated a new mortgage in the past 12 months, and was conducted from July through September 2011.  With a score of 818 (on a 1,000-point scale), Quicken Loans exceeds the industry average by 71 points and is the highest performing loan originator in the study. In fact, Quicken Loans performs particularly well in the Application/Approval process and Closing factors--outperforming the industry average by 85 points and 72 points, respectively--and achieves the highest scores in the industry in those factors. Quicken Loans also scores highest in the Loan Representative factor. | Mortgage Origination Study Customer Satisfaction Index  Based on a 1,000-point scale Other companies in the study include: Bank of America, CitiMortgage/Citibank, Fifth Third Mortgage, Flagstar Bank, GMAC Mortgage, PNC/National City Mortgage, Provident Funding Associates, and Wells Fargo Source: J.D. Power and Associates 2011 Primary Mortgage Origination Satisfaction StudySM  Quicken Loans ranks "Highest in Customer Satisfaction for Primary Mortgage Origination in the United States, Two Years in a Row." |