Vanderbilt Mortgage Launches Survey-Driven Customer Satisfaction Program
Manufactured home lender commits to create outstanding customer experience for homebuyers
MARYVILLE, Tenn., July 6, 2016 – Vanderbilt Mortgage and Finance, Inc., a Berkshire Hathaway company, has implemented an internal customer satisfaction scoring system aimed at measuring the overall experience of its home loan origination process.
The internal customer satisfaction score that Vanderbilt has created is a metric calculated from surveyed responses by customers within two weeks of funding their loan. The customers are asked to give a score ranging from zero to 10 on how likely they are to recommend Vanderbilt Mortgage to family and friends based on their home loan origination experience.
“We want to be transparent about the feedback we receive from our customers,” said Eric Hamilton, president of Vanderbilt Mortgage and Finance, Inc. “Continuously listening to customers’ needs in order to improve is our top priority. This scored system gives us a structured way to measure how we are doing and determine in which areas we can do better. It’s important for us to meet and exceed our customers’ expectations.”
Vanderbilt’s customer satisfaction survey was designed to measure a customer’s loyalty to a brand or company. Vanderbilt considers those customers who give a high score of 9-10 to be promoters of the brand and are willing to recommend the company’s products or services to others, while scores below six are considered detractors and have a negative impact to the overall score. The numbers are totaled into a percentage representing customer satisfaction. The ultimate goal is to exceed 70. Vanderbilt Mortgage currently has a score of 79 based on 85% of customers responding to the survey.
“We are putting our customers’ experience at the forefront of everything we are doing” Hamilton said. “We want to create customers who will recommend us to their families and friends, because we have delivered the best possible experience. Customers should feel informed, empowered and in control of their home mortgage journey.”
Vanderbilt Mortgage and Finance, Inc. is a national housing lender that specializes in financing manufactured homes. In business for more than 40 years, the company currently services more than 180,000 home loans and works hard to tailor loans to each family’s needs. Vanderbilt has an A+ grade from the Better Business Bureau and is a Berkshire Hathaway company. For more information, visit VMFHomeLoan.com.
Vanderbilt Mortgage and Finance, Inc., 500 Alcoa Trail, Maryville, TN 37804, 865-380-3000, NMLS #1561, (http://www.nmlsconsumeraccess.org/), AZ Lic. #BK-0902616, Loans made or arranged pursuant to a California Finance Lenders Law license, GA Residential Mortgage (Lic. #6911), Illinois Residential Mortgage Licensee, Licensed by the NH Banking Department, MT Lic. #1561, Licensed by PA Dept. of Banking.