Experience.com (Formerly SocialSurvey) has become the industry benchmark for measuring the customer experience provided by companies in the mortgage industry and their loan officers. Once again, competition was fierce with more than one million reviews of 30,000 individual loan officers from over 200 companies being scored – by far the largest data set in the mortgage industry.
The Award Winners are selected based on survey completion rates, the number of reviews, and the star ratings submitted to the Experience.com (Formerly SocialSurvey) platform by verified customers. To ensure integrity, the Experience.com (Formerly SocialSurvey) experience management platform is connected directly to each company’s loan origination system to enable the automatic sending of customer satisfaction surveys after closing to every individual listed on each loan application with a unique email address. As a result, it is not possible for lenders or loan originators to choose who receives a survey. Experience.com (Formerly SocialSurvey) used a proprietary algorithm and weighting to arrive at the final results.
For fairness, mortgage companies were grouped by the number of individuals registered for the Experience.com (Formerly SocialSurvey) experience management platform. Award winners are broken out into four categories based on number of loan originators:
- Jumbo (400+)
- Large (199 – 399)
- Medium (80 – 199)
- Small (less than 80)
“Our unique benchmark celebrates those outstanding mortgage companies and loan officers who deliver consistent WOW-worthy experiences for their clients. I’d like to congratulate the winners and all 40 companies for consistently delivering the industry’s highest level of experience-driven customer satisfaction. It’s an incredible achievement.” –Scott Harris, CEO, Experience.com (Formerly SocialSurvey)