At Luxury Mortgage we are committed to delivering an excellent customer experience, and let that focus drive decision making throughout our organization. This week we were thrilled to see that these efforts are making a difference for our clients, as we have earned a fantastic Net Promoter Score® of 95.68, according to survey results through January 2019.

The Net Promoter Score®, or NPS®, is a highly regarded metric that has been adopted by more than two thirds of Fortune 1000 companies. Used to gauge customer loyalty, the standardized measure allows for apples-to-apples comparisons within and across industries. Customer experience is evaluated using the response to a simple question: How likely is it that you would recommend Luxury Mortgage to a friend or colleague?

Respondents who answer 9-10 on a 0-10 scale are considered promoters, indicating very positive feelings, scores of 7-8 are passive or neutral, and 0-6 are detractors, or negative. The higher the NPS, the better customer satisfaction is.

The financial industry encompasses a broad range of businesses that manage money: credit unions, banks, credit-card companies, insurance companies, accountancy companies, consumer-finance companies, stock brokerages, investment funds, individual managers and some government-sponsored enterprises. Organizations within the industry have an average NPS of 49.0 as reported by NPS BenchMark as of February 19, 2019.

With a score of 95.68 we are honored that so many of our borrowers feel their experience at Luxury Mortgage warrants recommending our services to others.

“We are very proud of our staff and the great job they do delivering an industry leading borrower experience,” said Brett Mosello, Vice President of Sales and Marketing, when he learned of the score results. “There are many factors that go into ensuring our clients walk away with a positive feeling, including pricing, a straightforward process, product selection and availability, interactions with our team, timing, use of technology, and consistent communication.”

Interested in learning more about home financing with Luxury Mortgage?

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

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