The most important element in customer service is whether or not the borrower would use your company again or refer us to a friend or family member. That is why, V.I.P. Mortgage developed a customer service survey (score card) for our customers to fill out in order to monitor our customers experiences and feedback. The score card is tracked by loan officer, branch and as a company aggregate. Each score card is rolled up into V.I.P.’s Encompass Mortgage Automation System, where we can see its performance in customer satisfaction each month from January 2012 to 2014.
In 2013 to date, 98.6% of survey respondents would use V.I.P. Mortgage again or refer V.I.P Mortgage to a family member or friend.
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