DETROIT — Detroit-based Quicken Loans Inc., the nation’s largest online home lender and fourth largest retail lender, today announced that for the third-straight year it ranked highest in the United States in “customer satisfaction” among all major home loan lenders in a benchmark study of mortgage origination by J.D. Power and Associates, the independent global marketing information services company.
Quicken Loans, which serves clients in all 50 states from its centralized web lending centers in Detroit, Ohio and Arizona, is on pace to shatter company records for closed loans in 2012, while maintaining high client satisfaction scores.
According to the J.D. Power and Associates study, Quicken Loans far exceeded the industry average, ranking highest in overall satisfaction and receiving the highest score in all four key factors of the study:
- The mortgage application and approval process (quality and convenience)
- Loan representative (product knowledge, responsiveness and client courtesy)
- The mortgage closing experience (ease, speed and service)
- Contact and communication (keeping clients clearly updated in real time throughout the entire mortgage process)
“When you empower and inspire people, they instinctively want to give their very best,” said Quicken Loans Founder and Chairman Dan Gilbert. “We have the best technology tools and systems in the industry, but at the end of the day, this three-peat is all about our 8,000-plus team members and their overwhelming understanding that they are the driving force behind our company’s success.”
“What makes this recognition truly remarkable is that it comes at a time of tremendous growth for our company,” said Bill Emerson, Quicken Loans CEO. “It is proof that when you focus on your culture and keep a sharp vision of what is important, success comes naturally.”
Over the past two years, Quicken Loans moved its headquarters and 6,500 of its team members to downtown Detroit, making national news about the opportunity being created in the city’s digital corridor.