90% of Customers Would Refer ABN AMRO Mortgage to Family
or Friends, Consumers Applaud OneFee(SM) and RateWatch
ANN ARBOR, Mich., Sept. 15 /PRNewswire/ -- ABN AMRO Mortgage Group, Inc.
(AAMG), one of the nation's top mortgage lenders, recently surveyed customers
who obtained mortgages through its online channel, http://mortgage.com . The
survey, executed by Optimization Group of Royal Oak, Mich., discovered that
customer satisfaction with both the online experience and overall loan process
associated with the mortgage.com site are key influencers of overall customer
satisfaction.
"Consistently monitoring customer satisfaction enables AAMG to deliver the
exact products and services customers seek when obtaining a loan through
mortgage.com," said Garth Graham, senior vice president, e-commerce and
customer relationship management. "AAMG's customer service and product
development initiatives have impacted customer satisfaction with mortgage.com.
Survey results indicate that OneFee, the cornerstone of AAMG's product
development over the past three years, is a powerful tool in ensuring customer
satisfaction with their mortgage experience."
"With lending volume expected to decline by 32 percent in 2004 and 30
percent in 2005, customer referrals and customer retention are the name of the
game in mortgage lending," said Craig Focardi, senior mortgage market analyst
for TowerGroup. TowerGroup is a leading advisory research and consulting firm
focused on the global financial services industry. "Continuous improvements
in customer service and satisfaction will be a key differentiator for lenders
that continue to grow in this more competitive lending environment. Lenders
can only accomplish this by surveying their customers and AAMG's rigorous
survey approach makes them a mortgage leader in this aspect of consumer
marketing."
AAMG's survey results indicate that customers are satisfied with the
service they receive from the company. In fact, a customer's previous
experience with AAMG or mortgage.com is a dominant factor in choosing
mortgage.com again. 60 percent of mortgage.com's customers have previously
had a mortgage loan originated or serviced by AAMG. Further, 90 percent of
customers who obtained mortgages through mortgage.com would recommend the site
to family or friends.
When survey respondents were asked what aspect of mortgage.com they were
particularly pleased with, the majority cited "ease of use," "personal
contact," and AAMG's consumer-friendly "OneFee(SM)." AAMG's OneFee mortgage
guarantees the mortgage's closing cost at the time the loan's interest rate is
locked.
When asked specifically about the mortgage.com application process, nearly
50 percent of survey respondents found mortgage.com's "RateWatch" feature
helpful. RateWatch automatically sends customers an e-mail directing them to
the mortgage.com loan application page when the current interest rate matches
the customer's pre-set goal.
The e-mail surveys used to compile these results were conducted the first
two weeks of June 2004 with customers who had closed mortgage refinance loans
through mortgage.com in March and April 2004.
About ABN AMRO Mortgage Group, Inc.
ABN AMRO Mortgage Group is one of the largest loan originators and loan
servicers in the United States. ABN AMRO Mortgage Group produces mortgage
loans and provides related services through its various divisions. ABN AMRO
Mortgage Group has approximately 3,000 employees located throughout the United
States.
About ABN AMRO
ABN AMRO is a prominent international bank, its origins going back to
1824. ABN AMRO ranks 11th in Europe and 20th in the world based on tier 1
capital, with over 3,000 branches in more than 60 countries, a staff of about
107,000 full-time equivalents and total assets of EUR 632.8 billion (as of
June 30, 2004). ABN AMRO is listed on the Euronext, London and New York stock
exchanges.
SOURCE ABN AMRO Mortgage Group, Inc.
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Related links:
http://www.abnamro.com
http://mortgage.com
CONTACT:
Jenn Cornell of Eiler Communications,
+1-734-761-3399, or Jenn@EilerPR.com , for ABN AMRO Mortgage
Group, Inc.
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