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Quicken Tops J.D. Power's Client Satisfaction List

National Mortgage Professional
Nov 17, 2015
Quicken Loans has announced that for the sixth consecutive year, it ranked highest in client satisfaction by J.D. Power among all major home loan lenders in America for primary mortgage origination

Quicken Loans has announced that for the sixth consecutive year, it ranked highest in client satisfaction by J.D. Power among all major home loan lenders in America for primary mortgage origination.

Quicken Loans, which serves clients in all 50 states from centralized web lending centers in Detroit, Cleveland and Arizona, was also ranked highest in client satisfaction among home loan servicers for the second consecutive year earlier in 2015 by J.D. Power.

The national home lender received the highest score in each of the five categories in which it was ranked:

►Client Interaction
Loan Closing
Application/Approvals Process
Client Onboarding
Loan Offerings

“The fact that J.D. Power’s rankings are based on our clients’ feedback versus our competitors’ customers’ feedback makes this award the single most credible recognition we could achieve. This tribute is due to the passion, devotion and skill of our more than 13,000 team members, who are fanatical about providing world class client service,” said Dan Gilbert, founder and chairman of Quicken Loans. “We are a company that is obsessive about exceeding our clients’ expectations, and going above and beyond to provide an experience that is unmatched. These eight awards over the last six years from J.D. Power are a testament to our team’s continued dedication.”

According to the J.D. Power study, Quicken Loans’ clients rated the company highest in the nation when asked if team members “completely explained the entire process (from application to closing).” Additionally, a compelling 92 percent of Quicken Loans’ clients surveyed said that the company’s team members “spent adequate time with the customers and asked questions to understand their loan needs.”

Clients’ trust in Quicken Loans was a common theme in the J.D. Power survey results—Quicken Loans’ clients surveyed are 50 percent more likely than the industry average to consider returning to the company for their next home purchase as well as 47 percent more likely than the industry average to recommend Quicken Loans.

“Our team continues to amaze me by raising the bar each and every year and uniting to reach our collective goals,” said Bill Emerson, Quicken Loans chief executive officer. “Quicken Loans is built on principles that put the client before everything else. This belief is fostered through a culture and philosophy that empowers all of our team members to do everything they can to make the mortgage process as streamlined as possible.”

In 2010, Quicken Loans and its sister companies moved their headquarters to downtown Detroit and now has more than 14,000 team members working in the city’s technology-driven urban core.

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