– Detroit-based mortgage lender’s culture of empowerment leads to repeated satisfaction awards –
DETROIT, November 14, 2013 — Quicken Loans, the nation’s largest online retail mortgage lender, today announced that for the fourth consecutive year it has been ranked by J.D. Power as the highest in the United States in “customer satisfaction” among all major home loan lenders for primary mortgage origination.
Quicken Loans, which serves clients in all 50 states from centralized web lending centers in Detroit, Ohio and Arizona, enjoyed a wildly successful year, and is on pace to exceed its previous company record of $70 billion in loan originations for the year. Despite the dramatic growth, Quicken Loans’ laser-like focus on a culture that stresses empowerment and amazing client experiences has allowed the company to remain the industry standard for client service.
“We have 10,000 team members who come to the office each day with one goal in mind – what can I do to help create an amazing experience for our clients,” said Dan Gilbert, Founder and Chairman of Quicken Loans. “When you combine that drive with a culture that empowers our team members to deliver on their passion you have the recipe for world-class client satisfaction.”
According to the J.D. Power 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 (keeping clients clearly updated in real time throughout the entire mortgage process)
“What makes this award truly unique is that it comes entirely from our clients, the people who have spent time with us and trusted us with what will likely be the single largest financial transaction of their lifetime,” said Quicken Loans CEO Bill Emerson. “We can invest in technology and train our people, but the real test of how well we are doing is the impression we leave with our clients. I am so proud to hear that our clients have told J.D. Power what we knew all along – the team at Quicken Loans provides a superior experience throughout the entire mortgage origination process.”
Over the past three years, Quicken Loans has moved its headquarters and more than 8,000 of its team members to downtown Detroit, and is helping lead the city’s ongoing revitalization.
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About Quicken Loans
Detroit-based Quicken Loans Inc. is the nation’s largest online home lender and the country’s fourth largest retail home mortgage lender. The company closed a record $70 billion of volume across all 50 states in 2012. Quicken Loans generates loan production from web centers located in Detroit, Cleveland and Scottsdale, 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 highest in customer satisfaction among all home mortgage lenders in the United States by J.D. Power and Associates for four consecutive years, leading the list in 2013, 2012, 2011 and 2010.
Quicken Loans also ranked among the top-30 companies on FORTUNE magazine’s annual “100 Best Companies to Work For” list for the last 10 consecutive years. It ranked in the top-15 of Computerworld magazine’s “100 Best Places to Work In Technology” for the past nine years, ranking #1 in 2013. The company moved its headquarters and more than 8,000 of its 10,000 team members to downtown Detroit. For more information about Quicken Loans, please visit www.quickenloans.com, on Twitter at @QLnews, and on Facebook at www.facebook.com/QuickenLoans.