Mortgage 1: Providing World-Class Satisfaction to Home Buyers & Borrowers

Customers Are First at Mortgage 1

At Mortgage 1, we pride ourselves on taking care of customers. It’s job one.

We recognize and take seriously our role of guiding people through one of the most significant events of their lives: buying a home. Whether a customer is a first-time buyer or a repeat buyer, our goal is to make the experience as easy as possible.

With that commitment in mind, here are some recent customer service numbers that show we are staying true to our mission:

Mortgage 1’s overall customer satisfaction score is 99%
Mortgage 1’s Net Promoter Score (NPS) is 97

To learn what these numbers mean, how they are calculated and why they matter, continue reading below.

Mortgage 1: The Lender You Can Trust
For world-class satisfaction, call us at 866-532-0550 or locate a Mortgage 1 loan officer near you.

Measuring Happiness: Are You Satisfied? Would You Recommend Us?

Each month, Mortgage 1 reaches out to our customers and asks two things:

How satisfied are you with us?
Would you recommend Mortgage 1 to a friend?

The answers to these questions provide the basis for measuring customer satisfaction and NPS.

Customer Satisfaction Score

The satisfaction score is pretty straight-forward. Customer are asked “yes-no” questions throughout the process to see if they were satisfied with the Mortgage 1 experience. We query our entire database of customers across all of our offices. We ask about different stages of the process, about the loan officers and office staff, and about the overall experience. The answers to those questions form the satisfaction score.

Here’s something to know: so far this year, nineteen Mortgage 1 branch offices have perfect 100% satisfaction scores.

“We love being the most-trusted lender in the industry. We work very hard at providing an A+ experience. These scores show that we are succeeding. Borrowers can be assured they are getting the best lending team in the business when they choose Mortgage 1.”
– Mortgage 1 CEO Mark Workens

Net Promoter Score (NPS)

Net Promoter Score, or NPS, measures customer experience. NPS is the ultimate measure of customer satisfaction. It essentially asks people, “do you trust us enough that would you recommend us to your friends or family?” The survey doesn’t mean people actually have to submit a recommendation. It is a theoretical, single-question survey.

NPS is calculated using a 1-10 scale to this basic question: How likely is it that you would recommend Mortgage 1 to a friend or colleague?

Respondents are grouped as follows:

Promoters (those who give a 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

By subtracting the percentage of Detractors from the percentage of Promoters, you get the Net Promoter Score. NPS can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Mortgage 1: World-Class NPS

NPS was co-created by the company Satmetrix. According to Satmetrix:

The average US company has a Net Promoter Score of 10
A positive score above 0 is considered Good
A score of 50 or above is Excellent
A score above 70 is considered World Class

According to a separate study, the average financial services company scores 56, putting Mortgage 1 well above banks, other lenders and other financial service providers.

Think about that the next time you apply for a home loan or a refinance.

The Benefit for Buyer and Borrowers

What do these numbers mean for buyers and borrowers? They mean buyers are assured of:

Getting personalized attention
Getting top-notch customer service
Working with a recognized leader in helping first-time buyers as well as repeat buyers
Being guided through the loan process by knowledgeable, trained professionals
Being able to trust that the offers Mortgage 1 loan officers put together are solid and realistic