SAN DIEGO – Guild Mortgage, one of the largest independent mortgage lenders in the U.S., earned the J.D. Power award for “Highest in Customer Satisfaction with Primary Mortgage Sales in the U.S.”, based on results from its 2017 Primary Mortgage Origination Satisfaction StudySM released last month.
Guild Mortgage, which has been defined by its culture of customer service excellence for more than 55 years, achieved a score of 878 out of 1,000 possible points, ranking highest in mortgage origination customer satisfaction. This marks the first time Guild has been ranked in the annual J.D. Power survey.
The 2017 U.S. Primary Mortgage Origination Satisfaction Study measures customer satisfaction with the mortgage origination experience in six factors, including application/approval process, interaction, loan closing, loan offerings, onboarding and problem resolution.
The study is based on responses from 5,893 customers who originated a new mortgage or refinanced within the past 12 months, and was fielded in July-August 2017.
“Since our founding in 1960, providing the highest level of customer service has been one of our most important values,” said Mary Ann McGarry, president and CEO of Guild Mortgage. “It’s part of our culture and the foundation for our growth. We are pleased with the award from the J.D. Power survey; it truly validates the commitment of our more than 4,000 employees to provide our customers with excellent service and deliver the promise of home in neighborhoods and communities everywhere we serve.”
The survey found that overall satisfaction with mortgage originators has declined this year, due in part to a perception of a slower process, despite a significant increase in the number of customers applying online. New technology and the growing use of digital mortgage applications have helped to speed the origination process, however the survey also highlighted the fact that mortgage customers still value working directly with a loan expert throughout the process.
Guild recently launched MyMortgage, a digital mortgage portal aimed at combining a paperless loan application with a personalized mortgage experience. Guild’s platform allows for faster and more accurate analysis and recommendation of the right loan for the customer, while also providing assistance from an experienced and dedicated loan officer to help the customer through the process from application to close.
“The results of the survey confirm what we’ve known to be true for some time; that a mortgage is still a complicated and intimidating process for many customers,” McGarry continued. “While improved technology has certainly made the lending process faster and more efficient, most customers still need and want a personal touch to get their questions answered and to complete the transaction with confidence.”
Guild achieved record loan volume of $15.9 billion in 2016, which was up 15.3 percent from $13.8 billion in 2015. Since 2010 (when loan volume was $4.1 billion), Guild has grown more than four-fold, expanding from its base in the West to the Southwest, Southeast and South, and now into the Midwest.
A top-10 national lender by purchase loan volume, Guild offers first-time homebuyers a wide range of loan options and personalized service. Its mortgage loan officers can serve the needs of any homebuyer, from helping first-time homebuyers achieve home ownership, often through government loan programs, to jumbo home loans. Guild also specializes in helping active duty and retired military personnel to secure VA loans, with 100-percent financing and flexible qualifying standards.
About J.D. Power
J.D. Power is a marketing, consumer intelligence and data and analytics company that helps its clients measure, understand and improve the key performance metrics that drive their growth and profitability. J.D. Power’s industry benchmarks, unique data and analytics platform and reputation for independence and credibility has established the company as one of the world’s most well-known and trusted providers of Voice of the Customer insights. Established in 1968, J.D. Power is headquartered in Costa Mesa, California, and has offices in North/South America, Asia Pacific, and Europe. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com.