What is GSD? Our friends at Success Magazine do a good job of
defining it with help from Tina Fey, Henry Ford, Benjamin Franklin, and others
– CLICK
HERE.
How We Achieve Higher Customer Service
What's the number one complain borrowers have about the mortgage
loan process? Poor communication. Starting on the right foot with
communication means providing your borrowers with a clear and complete list of
items they will need to provide, otherwise known as an initial checklist.
According to data from STRATMOR Group's MortgageSAT Borrower Satisfaction
Program, giving the borrower a checklist of the information they will need to
provide results in a very high Net Promoter Score (NPS) of 90. Borrowers who do not
receive an upfront checklist quickly get confused and frustrated, and NPS
plummets to -26. This is a practice that
we have also developed on the Easterbrook Team.
Your buyer’s satisfaction is our #1 priority.
