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Guild Mortgage Receives J.D. Power Award Ranking No. 1 in Overall Customer Satisfaction
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Guild Mortgage (NYSE: GHLD) was named the highest in customer satisfaction for primary mortgage origination in the J.D. Power 2021 study, scoring 884 points out of 1,000. The company also ranked first in categories including Application and Approval and Communication. The results were based on responses from over 5,400 customers and show a 35-point increase in overall satisfaction from 2020. Guild's dedication to training and technology has strengthened its relationships with clients and fostered growth throughout the U.S.
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Ranked highest in customer satisfaction with a score of 884 out of 1000 in J.D. Power’s 2021 study.
Achieved a 35-point increase in overall satisfaction compared to 2020.
Ranked first in multiple categories: Application and Approval, Loan Offering, Loan Closing, and Communication.
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Named Best in Class in Five Factors in Annual Primary Mortgage Origination Study
SAN DIEGO--(BUSINESS WIRE)--
Guild Mortgage (NYSE: GHLD), a rapidly growing mortgage lending company that has originated and serviced residential loans since 1960, is the recipient of the J.D. Power award for “Highest in Customer Satisfaction with Primary Mortgage Origination in the U.S.,” in its 2021 Primary Mortgage Origination Satisfaction Study℠.
The study is based on responses from 5,414 total respondents in June through September 2021 for customers who originated a new mortgage loan in the past 12 months.
Guild ranked first in Overall Satisfaction, with 884 out of a possible 1,000 points. Guild was also ranked No. 1 in Application and Approval, Loan Offering, Loan Closing, and Communication. It recorded one of the biggest increases in overall satisfaction, up 35 points from 2020, according to J.D. Power. The industry average for satisfaction was 851, down 5 points from 2020.
“Year after year we’ve been deeply committed to launching new training, technology and customer service initiatives aimed at creating customers for life and we’re pleased to see our work recognized by our customers,” said Mary Ann McGarry, CEO of Guild Mortgage. “As the mortgage industry faced so many changes this past year, our more than 4,000 employees embraced our commitment to continuous improvement. They excelled in many of the areas covered in the study and remained committed to customizing how they communicated with different customer segments, getting more efficient with all systems, automating processes to give our people more time for providing sensitive human support, and integrating the personal touch with our digital initiatives. All of this dedicated work helped us to continue building trust in our existing markets and new ones as we furthered our growth throughout the U.S.”
“More than anything, ranking number one in Overall Customer Satisfaction is a direct reflection of our culture of customer service and our business model, which focuses on our branch offices where loan officers can make personal connections with clients,” McGarry said.
Headquartered in San Diego, Guild Mortgage is a leading national lender with an established history of developing innovative pilot programs and specialized products in partnership with government organizations to help deliver the promise of home in every neighborhood and community. Its loan professionals can serve the needs of any homebuyer, from helping first-time buyers achieve homeownership, often through government loan programs, to those looking for jumbo loans. Guild also helps active duty and retired military personnel who qualify for VA loans with 100% financing and flexible qualifying standards. The company is consistently recognized for its community impact, commitment to customer service, strength in regulatory compliance, and workplace culture.
About Guild Mortgage
Founded in 1960 when the modern U.S. mortgage industry was just forming, Guild MortgageCompany 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. With more than 4,000 employees and over 200 retail branches, Guild 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.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.
