Helping clients succeed

Helping clients succeed

July 5, 2005

InterFirst gauges broker satisfaction with pleasing resultsMortgagePress.comInterFirst, Broker satisfaction, ACSI, American Customer Satisfaction Index
InterFirst Wholesale
Mortgage Lending has concluded the first wave of its
SatisfactionFirst mortgage broker satisfaction program. The results
indicate a high level of mortgage broker satisfaction with
InterFirst, specifically with the company's account executives,
technology and mortgage closing process. The survey also revealed
that account executives have a high impact on broker
SatisfactionFirst is a customer relationship management tool
powered by the international research and consulting firm CFI Group Inc. An Internet-based
survey that can be completed in less than 20 minutes,
SatisfactionFirst asks mortgage brokers to gauge their satisfaction
using the same methodology employed by the American Customer
Satisfaction Index (ACSI). In its inaugural SatisfactionFirst
survey, brokers gave InterFirst an overall satisfaction rating of
77 out of 100; its "image" scored 79.
"At a score of 77, InterFirst scores higher among its broker
customer base than the mortgage banking industry does as a whole
with its customers (69), and, in fact, better than financial
services generally as measured by the ACSI (74)," said Rodger Park,
CFI Group's lead mortgage industry researcher. "This is
particularly impressive since satisfaction ratings in 'B2B'
contexts typically run five to 10 points lower than ratings of
'B2C' relationships, such as those measured in the ACSI."
InterFirst will continue to execute SatisfactionFirst on a
quarterly basis.
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