Experience.com has become the industry benchmark for measuring the customer experience provided by companies in the mortgage industry and their loan officers. Once again, competition is fierce with more than one million reviews of 40,000 individual loan officers from over 300 companies being scored – by far the largest data set in the mortgage industry .

Our Methodology

The Award Winners are selected based on survey  completion rates, the number of reviews, and the star ratings submitted to the SocialSurvey platform  by verified customers. 

To ensure integrity, the 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. SocialSurvey used a proprietary algorithm and weighting to arrive at the  final results.

4 Award Categories

For fairness, mortgage companies were grouped by the number of individuals registered for the 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)

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