Going on four years, we’ve actively sought customer feedback through our customer satisfaction survey. Once a customer closes a loan with us, he receives a request to survey his experience. The survey covers questions about loan officers, loan processors, costs, loan offerings, the application process and closing. It also provides open-ended space for the customer to comment on whatever he chooses. We appreciate the time our customers put into their answers and we take their suggestions seriously. We’re committed to a higher standard of customer satisfaction, which is why we’ve taken those suggestions and improved communication, application checklist and minimizing document requests. Customer opinions matter to us. While we’re the experts in mortgage lending, they’re the experts on customer experiences and ease of access to loan products and applications. We look forward to continuing to build more customer communication and improving our services based on their suggestions.
About the Author: Guild Mortgage
Founded in 1960 when the modern U.S. mortgage industry was just forming, Guild Mortgage Company is a nationally recognized independent mortgage lender providing residential mortgage products and local in-house origination and servicing. Guild’s collaborative culture and commitment to diversity and inclusion enable it to deliver a personalized experience for each customer. As of December 31, 2020, Guild had approximately 4,400 employees and more than 200 retail branches in 32 states. It has relationships with credit unions, community banks, and other financial institutions and services loans in 48 states and the District of Columbia. Guild’s highly trained loan professionals are experienced in government-sponsored programs such as FHA, VA, USDA, down payment assistance programs and other specialized loan programs. Its shares trade on the New York Stock Exchange under the symbol GHLD.