J.D. Power and Associates recently launched a microsite (about Quicken Loans being named “highest in customer satisfaction for primary mortgage origination”) that we couldn’t be more proud of. I won’t take up too much space going on and on about it. Here’s a little from the intro to get you started.
From J.D. Power’s microsite:
“Quicken Loans Ranks Highest Nationwide in Mortgage Origination Satisfaction Study
Scores Highest in Three of Four Study Factors
According to the J.D. Power and Associates 2010 U.S. Primary Mortgage Origination Satisfaction Study,SMQuicken Loans ranks highest in overall customer satisfaction among U.S. mortgage originators. With a score of 826 (on a 1,000-point scale), Quicken Loans exceeds the industry average by 92 points and achieves the highest score in the study on three of four key factors. Based on feedback from nearly 3,500 customers who originated a new mortgage, the study was conducted in July and August 2010.”
Wow! We’re honored! J.D. Power and Associates ranked Quicken Loans “Highest in Customer Satisfaction for Primary Mortgage Origination” – which is what our clients have been telling us all along! J.D. Power and Associates surveys customers who then rate their experience and we were recognized for this tremendous honor.
Over the years we have continued to raise the bar in customer satisfaction and we’re looking forward to raising it even higher!
Quicken Loans received the highest numerical score in the proprietary J.D. Power and Associates 2010 Primary Mortgage Origination StudySM. Study based on 3,401 total responses measuring 14 lenders and measures opinions of consumers who originated a new mortgage. Proprietary study results are based on experiences and perceptions of consumers surveyed in July-August 2010. Your experiences may vary. Visit jdpower.com.
After 25 years, we did it. Quicken Loans has reached and surpassed a major milestone. We’ve closed our millionth loan! Watch the video above to view our highly “technical” process for keeping track of all our loans and meet the Biedermanns – our one millionth closed client! If you’ve ever closed a loan with Quicken Loans – thank you. If you have yet to do so, now is a great time! There’s still time to enter our Thanks A Million Giveaway and get your mortgage paid off!
Alina, Customer Service Manager from Steve Madden, offered to completely replace the boots and even more, since they were no longer available, gave a $100 credit towards a new pair!
Picture here you'll see our friend's brand new boots, purchased with her Steve Madden credit.
Major props to Steve Madden for working this issue out and truly delivering on their 100% Customer Satisfaction promise. We believe in the same thing here at Quicken Loans and always go above and beyond to do what's right for our clients.
So there are coffee shops, and then there's Biggby. Why is Biggby better? Let me count the ways:
They're a Michigan-based company (I love to give business to my fellow Michiganders).
They have a fantastic understanding of what it means to provide stellar customer service – evident in their company culture and the way they reach out to clients via social media like twitter and facebook.
Our CMO Stu Davis is a devout Biggby drinker, thanks to their fantastic customer service (see #2 and this).
Everyone has morning rituals. Some people get up, stretch, have a cup of coffee, hop in the shower, brush their teeth, let the dogs out, etc. The first thing I do in the morning is check Woot.com.
My friend and former Quicken Loans team member Jarrett “Spiderman” Knyal introduced me to Woot about four years ago and I’ve been hooked ever since. Maybe it’s an uber-geek personality that drives people like Jarrett and me to get so excited about a cult-like “deal-a-day” website or maybe it’s an online shopping addiction – who knows. Call it what you want, but you really can’t have too many Roombas (those nifty robotic vacuums that clean your floors, Jetsons-style).
Since my first Woot purchase (a Roomba, of course), I’ve amassed nearly 50 Woots (that’s what us in the “in crowd” call the daily Woot products), ranging from over a dozen t-shirts, countless screaming monkeys, a “bag of crap” (the most coveted of all Woot deals), two Dyson vacuum cleaners, a color laser printer, the greatest oven mitts I’ve ever owned, and of course, a marshmallow gun. There’s a special feeling when you arrive home from a long day at the office to discover a Woot box on your porch. It’s like one more little slice of happiness to round out the day.
A couple of months ago, one of Quicken Loans own team members, Linda Evans, was told that she needed Gall Bladder surgery. Linda ended up going in for surgery at Botsford Hospital in Farmington Hills, MI. She had been to different hospitals in the area before, but she had never been to Botsford Hospital before this surgery.
Linda was surprised at the level of service she received at the hospital. Her surgeon, Dr. S Pastor, always greeted her with a smile on his face or a hug and made certain she didn’t worry about her upcoming surgery. Even after her surgery, her check-ups at the hospital were just as pleasant.
The most surprising part of the service Linda received happened last week on December 21st, months after her surgery took place. Linda received a phone call from a nurse at Botsford Hospital (Jan Shimmel). The nurse was calling to follow up on how Linda was feeling after the surgery, asked if she had any concerns and wished her well.
A big round of applause goes out to Botsford Hospital for taking great care of your clients. In the words of Linda Evans herself, “There is a hospital out there that doesn’t just treat you as a ‘patient’ but as a person and cares about you. Four stars from me.”
This is a very interesting case study in blogging, word of mouth, and search.
Very interesting indeed.
It seems that a post on our blog has become a place for Spirit Airlines’ customers to converse about their experiences and service with Spirit.
People having a conversation about Spirit Airlines on the Quicken Loans blog? Huh?
How did this happen without anyone at Quicken Loans starting (or joining) the conversation? In fact, the only thing we’ve ever written about Spirit Airlines is a very positive experience one of our marketing project managers had last year.
Very interesting. Very interesting indeed.
Here’s how it all went (and is still going – we just got another comment yesterday) down: