Call Center QA Featured Article
April 17, 2013
MortgageSAT Revolutionizes Customer Satisfaction Measurement
The MortgageSAT, a customer survey and analytics solution designed to capture consumer feedback, is now available from the STRATMOR Group, in partnership with the GFI Group. This innovative tool will allow lenders to measure and respond to the satisfaction of its borrowers.
According to this release, the application relies on the patented technology provided by the American Customer Satisfaction Index (ACSI). The ACSI was developed by the University of Michigan in its Ross School of business. It was designed to gauge satisfaction across 50 industries. This is the first time such science has been applied across the entire mortgage industry.
"Customer satisfaction is a dangerous blind spot for the lender because it has become a focal point for our new regulator," said STRATMOR Group senior partner Dr. Matt Lind, in a press release. "The result has been a trend in the industry toward more responsiveness and transparency regarding the consumer's experience in the mortgage process. Until MortgageSAT, lenders have largely been guessing because they didn't have the data or the analytics to know how satisfied their customers were and what they should do about it.”
The application of 3rd party remote call monitoring has been an important tool throughout the customer-centric industry as it truly gauges the customer experience and satisfaction levels. It also captures valuable information that can be leveraged as business intelligence. Now, thanks to the MortgageSAT tool, lenders can easily compare customer satisfaction performance both internally and externally.
MortgageSAT is designed to provide lenders with key information on how borrows feel about the mortgage transaction. The experience can be tracked across a variety of transactions so that issues can receive immediate attention. The captured data enables lenders to determine the impact changes will have on total customer satisfaction ratings. Companies will then be able to leverage resources where they will have the most impact.
Consumers are far less likely to seek help from regulators regarding an issues if companies measure satisfaction consistently and quickly react to issues. MortgageSAT makes that possible, while also enabling the organization to drive more business. The solution helps a company to predict how increases in satisfaction ultimately help to increase the bottom line. For instance, the Harvard Business Review suggests that a one-point change in ACSI impacts a 4.6 percent change in market value.
The BPA Quality Builder provides a full range of tools that allow companies to track, trend, report and create the stimulus to build the Quality Customer Experience. The 3rd party remote call monitoring company provides the BPABuilder Solution, complete with secure and optimized BPABuilder.Toolbox, which includes all the features needed to track, trend, report and create the stimulus to build the optimal Quality Customer Experience.
Edited by Ashley Caputo
