LendingQB Integrates STRATMOR Group’s MortgageSAT Program to Improve Borrower Satisfaction Among Lenders
Costa Mesa, CA — LendingQB, a provider of SaaS loan origination technology solutions, has partnered with STRATMOR Group, the leading mortgage industry advisory firm to provide lenders the MortgageSAT Borrower Satisfaction Program, a powerful management tool that gives lenders the control, visibility and context they need to manage and improve the borrower experience.
This integration helps customers of LendingQB survey every borrower within 24 hours of closing. Direct, instant borrower feedback, along with deep insights about the loan process and the people involved, enables lenders to pinpoint sources of borrower dissatisfaction and quickly take corrective action. MortgageSAT scores everyone (the LO, Processor, Underwriter and Closer) and measures the borrower’s perception of the entire loan process with analysis by region, branch, and individual employee. The MortgageSAT program is available now and launching today with select lenders across the country.
Through this integration, lenders who have previously been limited to measuring success based only on internal measurements and historical results now have access to benchmarking data that shows how their satisfaction and Net Promoter Score (NPS) compare to their peer lenders. MortgageSAT’s National Benchmark data is available 24/7 in a real-time web portal.
“Knowing where the bar is set is very important to making strategic decisions about where to focus resources in making improvements,” says Mike Seminari, MortgageSAT Director. “In virtually all industries, research shows a strong correlation between increased customer satisfaction and increased revenue and profits. A 16-year study based on data from the American Consumer Satisfaction Index (ACSI) reported that companies showing year-over-year growth in satisfaction ratings grew at fourteen times the rate of the market. MortgageSAT makes it easy for lenders to gather feedback from borrowers in minutes, and to respond to borrower concerns quickly. This means lenders can mitigate their risk of bad online reviews, CFPB complaints, and even negative word-of-mouth from borrowers. And the positive feedback can be shared automatically with social media, with MortgageSAT’s ability to prepopulate Zillow reviews.”
“MortgageSAT brings an incredibly important tool into play for lenders seeking to enhance the borrower experience,” said David Colwell, vice president of LendingQB strategy. “Integrating with MortgageSAT allows our clients to successfully analyze their borrower experience and strategically identify and capitalize on lender improvement by fine tuning gaps within their lending process.”
STRATMOR Group is a leading mortgage industry advisory firm that provides a range of programs and services designed to counsel lender CEOs and senior executives. STRATMOR serves more than 250 companies annually, providing strategies that increase growth and improve profitability in sales, marketing, technology, operations and mergers and acquisitions using comprehensive, propriety data and key insights gained through extensive experience in the mortgage industry. The company is well known for its financial models and its collaboration with the Mortgage Bankers Association in the PGR: MBA and STRATMOR Peer Group Roundtables program. Find out more about STRATMOR on its website at http://www.stratmorgroup.com
LendingQB, a provider of an innovative web-based loan origination system (LOS), continues to extend market-leading integrations through its web-based LOS system that provides lenders a flexible, innovative workflow. The LOS’ open-architecture application program interface (API) enables lenders to select the tools that best help their efficiency. The LOS was cited in the STRATMOR Group’s December 2016 Technology Insights report as achieving an end user effectiveness rating of 93 percent, top marks amongst the major LOS providers..