ANN ARBOR, Mich., Dec. 21 /PRNewswire/-- The Financial Institutions Group
of InterFirst Wholesale Mortgage Lending, a division of ABN AMRO Mortgage
Group, Inc., recently concluded its first SatisfactionFirst survey.
SatisfactionFirst is a comprehensive satisfaction measurement program that
determines community bank loan officer and administrator satisfaction with the
Financial Institutions Group's InterFirstlink products, pricing and business
practices.
"The goal of SatisfactionFirst is to learn, first-hand, the exact
'drivers' of customer satisfaction and respond to customer needs efficiently,"
said Michael Griffith, ABN AMRO Mortgage Group senior vice president and
InterFirstlink group manager. "The initial results of SatisfactionFirst
provide a baseline for future trends, but more importantly, it provides
actionable feedback from which InterFirstlink can improve its products and
services."
The results of SatisfactionFirst indicate a high level of community bank
satisfaction with InterFirstlink, specifically with its account managers,
relationship consultants and InterFirstlink.com Web site. Further,
SatisfactionFirst determined that this high level of satisfaction could
positively impact the recommendation of InterFirstlink to a colleague.
In its inaugural SatisfactionFirst survey, community bank loan officers
and administrators gave InterFirstlink an overall satisfaction rating of 79
out of 100. InterFirstlink's "image" scored 82, indicating that community
bank loan officers and administrators view the company as an innovator that is
"great to do business with."
InterFirstlink customers also cited the company's Consumerlink product as
a source of satisfaction. Consumerlink provides InterFirstlink community bank
partners with the ability to deploy a Web-based online loan application
process.
SatisfactionFirst is 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 community bank loan
officers and administrators to gauge their satisfaction using the same
methodology employed by the widely-respected American Customer Satisfaction
Index (ACSI).
"The Financial Institutions Group has done a great job keeping its
customers satisfied so far, particularly with its Consumerlink product," said
Rodger Park, CFI Group's lead mortgage industry research analyst. "If the
Financial Institutions Group continues to refine its processes and technology
based on its customer feedback, it should have little trouble improving upon
this performance even further."
InterFirstlink plans to administer follow-up SatisfactionFirst surveys
periodically throughout 2005 to gauge trends and progress.
About the Financial Institutions Group of InterFirst Wholesale
Mortgage Lending
The Financial Institutions Group of InterFirst Wholesale Mortgage Lending
provides mortgage capabilities to community banks through its InterFirstlink
program. InterFirstlink is a comprehensive, no-cost mortgage lending program
that provides a simple, Web-based loan origination system, processing,
regulatory compliance, and marketing support. InterFirstlink enables
financial institutions to reduce overhead for mortgage operations while
retaining brand identity with customers. Information on InterFirst's
Financial Institutions Group is available at http://www.InterFirstlink.com or
by calling 866-755-7500.
About ABN AMRO Mortgage Group
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 N.V.
Netherlands-based ABN AMRO Bank is one of the world's largest banks,
ranking 11th in Europe and 20th in the world based on tier 1 capital, with
total assets of EUR 632.8 billion and a presence in more than 3,000 locations
in over 60 countries. ABN AMRO is organized into three autonomous strategic
business units responsible for managing wholesale clients; consumer and
commercial clients; and private clients and asset management.
SOURCE ABN AMRO Mortgage Group, Inc.
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Related links:
http://www.abnamro.com
http://www.InterFirstlink.com
CONTACT:
Jennifer Cornell of Eiler Communications,
+1-734-761-3399, or Jenn@EilerPR.com , for ABN AMRO Mortgage
Group, Inc.
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