The company sends an email survey to each person authorized to download the QuestSoft’s HMDA RELIEF or CRA RELIEF software. The results of the survey allows us to keep track of our customer support grades from the customers who actually use our support system. And the survey provides us with some interesting insight into what mortgage lenders are thinking about the industry, their worries and concerns.
In our tenth annual customer survey, we found that 99.7 percent of our customers from 2012-2016 have expressed satisfaction with QuestSoft’s customer support and training. We also saw year-over-year improvements in five of the eight measured categories.
In the last four years of the survey, we received nearly 2,000 customer responses in total, and these results especially highlight QuestSoft’s exemplary customer service and free product training.
“QuestSoft prides itself on providing its customers with the best technology supported by exceptional service and training to remove the complexity from compliance,” said Carey Aimone, vice president of Training and Customer Support for QuestSoft. “We constantly update and re-train our staff to provide the highest levels of education and service while delivering innovative compliance solutions to our customers and the mortgage industry.”
Many customers cite the company’s support team’s accessibility as a key factor in their satisfaction with the company. “For 13 years I have been using QuestSoft, and not once did I have an issue with their customer service,” said Charito Tan, director of Mortgage Processing for Mountain View, Calif.-based First Technology Federal Credit Union. “The QuestSoft support team is always available to respond to my inquiries and provide the support I need, which makes HMDA submission that much easier.”
QuestSoft’s HMDA RELIEF software received high satisfaction ratings from an average of 99.4 percent of users over a five-year period. “I love the QuestSoft system for our HMDA needs,” said Bruce Talbot, mortgage review manager for West Jordan, Utah-based Mountain America Credit Union. “HMDA RELIEF has saved me hours of time and has also made our annual submission process painless.”
The annual survey, which has collected almost 5,000 responses since its inception, is distributed to customers after the HMDA data submission deadline. The sheer volume of survey participants and the extraordinarily high marks represent a mandate in a world of less than stellar customer service.
“In the highly competitive mortgage environment where customer service rarely reigns supreme, having customers completely satisfied with a company’s offerings is a profound accomplishment,” said Leonard Ryan, president of QuestSoft. “The regulatory environment has changed the way mortgage professionals operate, and as a result, QuestSoft will continue to train our personnel to support and deliver what our customers need to achieve compliance and reach their business goals.”
About QuestSoft’s Survey:
The QuestSoft customer satisfaction survey has been conducted using the same methodology after each year’s Home Mortgage Disclosure Act (HMDA) reporting deadline since 2007. The company sends an email survey through SurveyMonkey to each person authorized to download the company’s HMDA RELIEF or CRA RELIEF software. In 2016, the HMDA deadline fell on Tuesday, March 1. The survey was conducted between Thursday, March 3 and Saturday, March 12, 2016. A total of 3,721 surveys were distributed and the company received 457 completed surveys (12.2 percent return rate).
Survey News Releases:
QuestSoft Receives Nearly Perfect Customer Satisfaction Scores for Fifth Consecutive Year
Survey Results Show QuestSoft Customer Satisfaction Nearly Perfect Over Three-Year Period
QuestSoft Survey: CFPB Regulations Rank as Lenders’ Top Compliance Concern for Third Straight Year
QuestSoft Survey: Impending HMDA Reform Most Significant Compliance Issue for Lenders, TRID Compliance Concerns Remain Unusually High
QuestSoft Survey Indicates Fewer Lenders Seeking New LOS
QuestSoft Receives Perfect Satisfaction Rating Among Credit Unions in Latest Customer Survey