5 Things We’ve Learned About Customer Satisfaction

At Embrace, we use SocialSurvey to obtain honest reviews from our clients after their loans close. These reviews play an important role in our day-to-day business because they show us where we’re doing well, and what we may need to work on.

Recently, SocialSurvey sent out thousands of surveys to customers who closed transactions with Embrace Home Loans in 2017. Close to 60% of those customers completed the survey, and we were thrilled to learn that our loan officers averaged a 4.9 out of a possible 5.0-star review combined.

Even better? That score meant we received 1st place for Top Mortgage Companies in Customer Satisfaction in the Large Division (200+ loan officers). SocialSurvey used a weighted combination of number of reviews, star rating, and completion percentage to rank participants. Additionally, Senior Loan Officer Frank Virga, based out of our Hauppauge, New York brand, was ranked as one of the Top 50 Loan Officers out of all lenders who use SocialSurvey — Virga had a 5.0-star rating.

What set us apart from the competition? We took a look at those customer surveys and certain words and phrases clearly dominated their answers…

  1. “above and beyond”
  2. “was always available”
  3. “would highly recommend”
  4. “very professional”
  5. “was very helpful”

A big part of our business is trying to make sure our mortgage customers feel at home. We’re proud that they feel we will go above and beyond to help and will make ourselves available whenever they need us. Getting a home loan shouldn’t be scary or frustrating — and Embrace works hard to make the process easy (and even enjoyable).

By |2018-08-09T02:08:25+00:00June 13th, 2018|Categories: Company|Tags: , , |

About the Author:

Mary is the Copywriter/Content Manager at Embrace Home Loans. She loves taking complicated subjects/ideas and making them easier to understand (and enjoyable to read about). Is there a topic you'd love to see covered in this blog? Email Mary at mmack@embracehomeloans.com to let her know!

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