Guild Mortgage Receives J.D. Power Award Ranking No. 1 in Overall Customer Satisfaction
Named Best in Class in Five Factors in Annual Primary Mortgage Origination Study
San Diego – Nov. 11, 2021 – Guild Mortgage (NYSE: GHLD), a rapidly growing mortgage lending company that has originated and serviced residential loans since 1960, is the recipient of the J.D. Power award for “Highest in Customer Satisfaction with Primary Mortgage Origination in the U.S.,” in its 2021 Primary Mortgage Origination Satisfaction StudySM.
The study is based on responses from 5,414 total respondents in June through September 2021 for customers who originated a new mortgage loan in the past 12 months.
Guild ranked first in Overall Satisfaction, with 884 out of a possible 1,000 points. Guild was also ranked No. 1 in Application and Approval, Loan Offering, Loan Closing, and Communication. It recorded one of the biggest increases in overall satisfaction, up 35 points from 2020, according to J.D. Power. The industry average for satisfaction was 851, down 5 points from 2020.
“Year after year we’ve been deeply committed to launching new training, technology and customer service initiatives aimed at creating customers for life and we’re pleased to see our work recognized by our customers,” said Mary Ann McGarry, CEO of Guild Mortgage. “As the mortgage industry faced so many changes this past year, our more than 4,000 employees embraced our commitment to continuous improvement. They excelled in many of the areas covered in the study and remained committed to customizing how they communicated with different customer segments, getting more efficient with all systems, automating processes to give our people more time for providing sensitive human support, and integrating the personal touch with our digital initiatives. All of this dedicated work helped us to continue building trust in our existing markets and new ones as we furthered our growth throughout the U.S.”
“More than anything, ranking number one in Overall Customer Satisfaction is a direct reflection of our culture of customer service and our business model, which focuses on our branch offices where loan officers can make personal connections with clients,” McGarry said.
Headquartered in San Diego, Guild Mortgage is a leading national lender with an established history of developing innovative pilot programs and specialized products in partnership with government organizations to help deliver the promise of home in every neighborhood and community. Its loan professionals can serve the needs of any homebuyer, from helping first-time buyers achieve homeownership, often through government loan programs, to those looking for jumbo loans. Guild also helps active duty and retired military personnel who qualify for VA loans with 100% financing and flexible qualifying standards. The company is consistently recognized for its community impact, commitment to customer service, strength in regulatory compliance, and workplace culture.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
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