Lead Research Analyst: "InterFirst scores higher among its broker customer
base than the mortgage banking industry does as a whole with its customers."
ANN ARBOR, Mich., Sept. 27 /PRNewswire/ --InterFirst Wholesale Mortgage
Lending, a division of ABN AMRO Mortgage Group, Inc., and one of the nation's
top wholesale lenders, recently concluded its first wave of the InterFirst
SatisfactionFirst mortgage broker satisfaction program. The results indicate
a high level of mortgage broker satisfaction with InterFirst, specifically
with the company's account executives, technology and mortgage closing
process.
"The results of this first SatisfactionFirst project will be used as a
baseline to compare future results as well as the success of InterFirst's
customer service and product development initiatives," said William A. Newman,
InterFirst president. "By researching satisfaction, InterFirst is able to
deliver the products and services mortgage brokers need to compete effectively
in this purchase market environment. In fact, four different work groups
within InterFirst are working to implement the findings of the initial
SatisfactionFirst surveys."
SatisfactionFirst is a strategic, innovative customer relationship
management tool powered by the expertise of international research and
consulting firm CFI Group, Inc. An Internet-based survey that can be
completed in less than 20 minutes, SatisfactionFirst asks mortgage brokers to
gauge their satisfaction using the same methodology employed by the widely-
respected American Customer Satisfaction Index (ACSI).
In its inaugural SatisfactionFirst survey, brokers gave InterFirst an
overall satisfaction rating of 77 out of 100. InterFirst's "image" scored 79,
indicating brokers view InterFirst as a "can do" and innovative company.
"InterFirst should be pleased with the high satisfaction ratings it scored
from its broker network," said Rodger Park, CFI Group's lead mortgage industry
researcher. "At a score of 77, InterFirst scores higher among its broker
customer base than the mortgage banking industry does as a whole with its
customers (69), and, in fact, better than financial services generally as
measured by the ACSI (74). This is particularly impressive since satisfaction
ratings in 'B2B' contexts typically run 5 to 10 points lower than ratings of
'B2C' relationships such as those measured in the ACSI."
SatisfactionFirst also discovered that account executives have a high
impact on broker satisfaction. "Account executive impact on satisfaction
reveals an additional dimension to its pre-existing customer care initiative,
aligning account executives with regional customer service and underwriting
representatives," Newman added. "This strategy allows for effective
resolution of problems, ultimately increasing satisfaction for not only the
broker, but their customer as well."
InterFirst will continue to execute SatisfactionFirst on a quarterly
basis.
About InterFirst Wholesale Mortgage Lending
Headquartered in Ann Arbor, Michigan, InterFirst Wholesale Mortgage
Lending is consistently one of the nation's top wholesale and correspondent
lenders. From its inception, InterFirst has created and maintained its
position as an innovative market leader by responding to the needs of its
customers with personalized service, training, and marketing support.
InterFirst Wholesale Mortgage Lending is a division of ABN AMRO Mortgage
Group, Inc.
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
CONTACT:
Jenn Cornell of Eiler Communications,
+1-734-761-3399, Jenn@EilerPR.com , for ABN AMRO Mortgage Group,
Inc.
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