Detroit-based home lender rates highest in all individual categories as well as the overall satisfaction index in this year’s J.D. Power study
Detroit – Nov. 15, 2012 – Detroit-based Quicken Loans Inc., the nation’s largest online home lender and fourth largest retail lender, today announced that for the third-straight year it ranked highest in the United States in “customer satisfaction” among all major home loan lenders in a benchmark study of mortgage origination by J.D. Power and Associates, the independent global marketing information services company.
Quicken Loans, which serves clients in all 50 states from its centralized web lending centers in Detroit, Ohio and Arizona, is on pace to shatter company records for closed loans in 2012, while maintaining industry-leading client satisfaction scores.
According to the J.D. Power and Associates study, Quicken Loans far exceeded the industry average, ranking highest in overall satisfaction and receiving the highest score in all four key factors of the study:
- The mortgage application and approval process (quality and convenience)
- Loan representative (product knowledge, responsiveness and client courtesy)
- The mortgage closing experience (ease, speed and service)
- Contact and communication (keeping clients clearly updated in real time throughout the entire mortgage process)
“When you empower and inspire people, they instinctively want to give their very best,” said Quicken Loans Founder and Chairman Dan Gilbert. “We have the best technology tools and systems in the industry, but at the end of the day, this three-peat is all about our 8,000-plus team members and their overwhelming understanding that they are the driving force behind our company’s success.”
“We are all exceptionally proud of what we have built right here in the heart of Detroit,” said Bill Emerson, Quicken Loans CEO. “What makes this recognition truly remarkable is that it comes at a time of tremendous growth for our company. It is proof that when you focus on your culture and keep a sharp vision of what is important, success comes naturally. I cannot be more proud of our team than I am today.”
Over the past two years, Quicken Loans moved its headquarters and 6,500 of its team members to downtown Detroit, making national news about the opportunity being created in the city’s dynamic digital corridor.
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About J.D. Power and Associates:
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About Quicken Loans Inc:
Detroit-based Quicken Loans Inc. is the nation’s largest online home lender and fourth largest retail lender. The company closed a record $30 billion in retail home loan volume across all 50 states in 2011 and is on track to close approximately $70 billion in 2012. Quicken Loans generates loan production from five web centers located in Detroit, Ohio and Arizona. The company also operates a centralized loan processing facility in Detroit, as well as its San Diego-based One Reverse Mortgage unit. Quicken Loans ranked #1 in customer satisfaction among all home mortgage lenders in the United States by J.D. Power and Associates in 2010, 2011 and 2012. “QuickenLoans.com” has been named “Best of the Web” by Forbes and Money magazines. The company ranked in the top 10 of FORTUNE magazine’s “100 Best Companies to Work For” in 2012 and has placed among the top 30 companies on FORTUNE’s list for the past nine years. It ranked in the top 15 of Computerworld magazine’s “100 Best Places to Work In Technology” for eight years in a row, ranking in the top 5 in 2012. The company has moved its headquarters and more than 6,500 team members to downtown Detroit. For more information about Quicken Loans, please visit us on the web at www.quickenloans.com, on Twitter at @QLnews, and on Facebook at www.facebook.com/QuickenLoans.