J.D. Power and Associates Names Quicken Loans Inc. a 2011 Customer Service Champion

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America’s #1 online lender among the some of the nation’s biggest brands

“Everything we do at our company is centered on one thing – how can we make the mortgage process better, faster and easier for our clients,” said Jay Farner, President of Quicken Loans.

Quicken Loans Inc., the nation’s largest online lender and a top-five retail mortgage lender, has been named a 2011 Customer Service Champion by J.D. Power and Associates, the global marketing information services company.

Quicken Loans was recognized as one of the 40 highest-performing companies, delivering excellent client service based on five key customer “touch points,” including people, process, presentation, product and price. More than 800 prominent brands from 20 industries were included in the assessment, which analyzed consumer opinions, perceptions and feedback to ultimately determine the champions.

The study found that these brands provide outstanding customer service by:

  • Communicating effectively and proactively with customers;
  • Empowering their people to solve problems;
  • Measuring and understanding customer expectations; and
  • Providing their products and services with speed and convenience

“Everything we do at our company is centered on one thing – how can we make the mortgage process better, faster and easier for our clients,” said Jay Farner, President of Quicken Loans. “Each day, our 4,000 team members come to work challenging themselves and each other to find the inches, to really create, innovate and amaze our clients and make us their lender for life.”

The Customer Service Champion award is the second honor Quicken Loans has received from J.D. Power and Associates in the past three months. In November 2010, J.D. Power and Associates ranked Quicken Loans the “Highest in Customer Satisfaction for Primary Mortgage Origination” in a benchmark study of mortgage lenders in the U.S.

For more information on how Customer Service Champions differentiate themselves from their competitors, visit http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2011017.

About Quicken Loans Inc:
Quicken Loans Inc. is the nation’s largest online retail mortgage lender and among the five largest overall retail home lenders in the United States. The company closed a record $29 billion in retail home loan volume across all 50 states in 2010, and recently closed its 1 millionth loan. Quicken Loans employs approximately 3,700 team members and generates loan production from five web centers located in Michigan, Ohio and Arizona. The company also operates a centralized loan processing facility in Michigan as well as its San Diego-based One Reverse Mortgage unit. Quicken Loans ranked #1 in customer satisfaction among all home mortgage lenders in the United States by J.D. Power and Associates for 2010. “QuickenLoans.com” has been named “Best of the Web” by Forbes and Money magazines. The company also has been named to FORTUNE magazine’s list of the country’s “100 Best Companies To Work For” eight consecutive years, ranking as high as #2, and named in the Top-15 of Computerworld magazine’s “100 Best Places to Work In Technology” for six years in a row. Quicken Loans ranked #1 in the Detroit Free Press’ ‘Top Workplaces of 2010’ List. The company recently moved its headquarters and 1,700 of its 3,700 full-time team members to downtown Detroit. For more information about Quicken Loans, please visit http://www.quickenloans.com.

About Rock Holdings Inc:
Rock Holdings Inc. is the parent company for several financial services related businesses and employs over 4,000 team members. These client-focused and technologically-driven companies include Quicken Loans, the nation’s largest online home lender and One Reverse Mortgage unit, the fastest growing reverse mortgage lender in America; Title Source, a nationwide leader of title insurance and settlement services; Quicken Loans Mortgage Services (QLMS), a mortgage origination platform servicing community banks and credit unions across the country; In-House Realty, the preferred real estate partner of Quicken Loans that matches clients with trusted real estate agents in all 50 states; and, Quizzle.com, the online innovator and website where consumers manage their home, money and credit. Rock Holdings, Inc. also recently moved its headquarters to downtown Detroit.

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Victoria Araj
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