V.I.P. Mortgage developed a customer service survey (score card) for our customers to fill out. The score card is tracked by loan officer, branch and as a company aggregate, and monitors our customers’ experiences and feedback. The score cards are rolled up into our Encompass Mortgage Automation System, where the company can see its performance in customer satisfaction each month from January 2012 to the present. The most important element in customer service is whether or not the borrower would use V.I.P. Mortgage again or refer us to a friend or family member. 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.
Most recent awards:
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