Skip to main content

LBA Ware And Experience.com Produce New Customer Satisfaction Integration

Sep 28, 2021
Synechron Inc. and Paradatec have announced a strategic partnership and licensing agreement that will reduce costs and increase productivity for mortgage originators and servicers through more accurate document automation
Director of Events

LBA Ware's LimeGear is now integrated with Experience.com to provide customers with a new way to track customer satisfaction as a key performance indicator in LBA Ware's LimeGear BI platform.

The customer satisfaction KPI allows lenders to measure the customer experience as rated by borrowers, co-borrowers, real estate agents, and other parties to a loan across the home financing journey and incorporate it into the performance evaluations of branch locations and individuals across the lending organization.

“With this integration, our customers will gain a more well-rounded view of their organization’s performance through customer feedback,” said LBA Ware founder and CEO Lori Brewer. “It’s not always easy to convert customer feedback into actionable data, but by working with Experience.com, LBA Ware has found a way to not only standardize the data but also to allow lenders to customize which data points to track and when to track them.”

The customer satisfaction KPI resides within LimeGear’s performance management dashboard. Because LBA Ware’s partnership with Experience.com tracks customer feedback surveys by loan number, lenders can tie customer experience to performance scorecards for loan officers, processors, branch locations and more. As with LimeGear’s other KPIs, lenders can assign a relative weight to the customer experience metric as part of an overall performance score. Role-based scorecards provide an at-a-glance view of how employees rank among their peers for volume, units, and other configurable conditions.

“Nearly every lender deploys some kind of post-close survey to track customer satisfaction, but many lack a way to integrate the results into business intelligence,” said Experience.com senior vice president of Partnerships, Craig Pollack. “For lenders currently measuring the performance of loan officers and other team members purely on volume and profitability metrics, there is often a blind spot of including customer satisfaction as a trackable metric. This integration removes that blind spot and gives lenders a look at the bigger picture of performance as well as the ability to refine future customer satisfaction surveys as the picture comes into focus.”

About the author
Director of Events
Navi Persaud is Director of Events at NMP.
Published
Sep 28, 2021
More from
Tech
Navigating The Future Of Marketing Technology

Take inspiration from these tomorrow-oriented improvements and see how they could be adapted

Mar 18, 2024
Women Of Tech 2024

Honoring Women Of Mortgage Technology

Mar 18, 2024
Manually Scrubbing For HMDA Compliance? It’s Time To Automate

Investing in digital transformation systems provides a significant advantage over “wait-and-see” institutions

Feb 26, 2024
From Figure Eights to Mortgage Rates

From Team USA’s grace to financial services’ embrace, Matthew Blackmer draws parallels from his past to the future

Jan 31, 2024
Commissions Alert: Pop Your Profits And Don't Leave A Penny On The Table

Lenders need better tech to help homeowners unlock $20 trillion in tappable equity

Dec 21, 2023
The Road To Success In 2024

A loan servicer’s perspectives on the year ahead

Dec 18, 2023